Supervisor, Specialty Support Operations

DoorDash USA • Tempe, AZ

6d • Hybrid

About The Position

As one of DoorDash’s core Support Operations teams, Live Customer Support Operations is a highly specialized and tactical team, tasked with ensuring that when there are bumps in the last mile, there’s always someone there to help make things right. About the Role As a Supervisor on our Specialty Pods Operations Team, you will oversee a team of trained support staff. This role appeals to you because you're a leader, operator, and problem solver. You’ll be responsible for managing the day-to-day operations of an expanding company while maintaining and improving on bold quality and speed metrics for your team. At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. You’re excited about this opportunity because you will… Lead a team of 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries. Improve our internal tools, and offshore agents to provide high-quality support Establish and manage your team to individual and team goals and objectives Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business Create, distribute, and present impactful and reporting on performance Opportunity to have a positive impact on your line of business

Requirements

• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
• You increase results and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an operator, you translate analysis to actions quickly, to test your hypotheses and use ‘first principles’ to solve challenging business problems at their root level
• You are an owner, always looking for opportunities to better your work product
• You thrive working in a fast-paced, ever-changing environment with an ability to learn and implement new processes efficiently
• You are comfortable making tough decisions that balance the trade-off between quality and quantity
• You have a Bachelor’s degree or equivalent experience
• You have 2+ years or more of people management or team lead experience
• You have a mind and talent for process improvement
• You have experience in pulling data and using data to influence your decisions
• You have knowledge of Salesforce, Sigma, and Google Suite
• You are comfortable working a hybrid model, with some in-office days and some remote days

Nice To Haves

• You have experience in the tech, contact centers, restaurant, or logistics industries (preferred)
• You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)

Responsibilities

• Lead a team of 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries.
• Improve our internal tools, and offshore agents to provide high-quality support
• Establish and manage your team to individual and team goals and objectives
• Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business
• Create, distribute, and present impactful and reporting on performance
• Opportunity to have a positive impact on your line of business

What This Job Offers

• Job Type: Full-time
• Career Level: Manager