Support Operations Trainer

DoorDash USA•Tempe, AZ

7d•Onsite

About The Position

We’re looking for a Support Operations Trainer to deliver, and monitor the impact of new and continuing training for employees in Phoenix CXI and our business partners across the company. Phoenix CXI is a passionate organization that works to provide top-notch escalated support to DoorDash Customers, Merchants and Dashers, whose deliveries have gone awry. The Phoenix Training Team enables support agents to feel confident in the solutions they provide to customers through new hires and continued education. We aim to be 1% better every day! That requires strong facilitation and understanding of various Doordash Support lines of business. A strong Trainer is ambitious with a proven track record of success in their current position(s). You can juggle new hire training with grace and ease. This position calls for a self-starter who wants to be a force multiplier for teams across the Phoenix CXI team. You will report into the Training Operations Supervisor on our Global Support and Integrity Operations organization. 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. At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Requirements

You are a team player
You love helping people!
You have a high bandwidth with no problem juggling multiple tasks at once
You are a sponge, absorbing the knowledge of subject matter experts in diverse processes across CXI.
You love thinking about new opportunities or process improvement potential
You are a strong thought partner, helping training leadership, cross-functional leaders, instructional designers in the
You are a strategic leader who drives key operational and training KPIs, translating your facilitation skills into clear outputs required by the role
You are a role model of DoorDash values, consistently demonstrating empathy, ownership, bias for action, and integrity.
You are not comfortable with the status quo—you challenge existing processes, do not settle for “good enough,” and continuously raise the bar.
You can develop tactical, data-driven plans to improve performance in your learners to accomplish Training Operations core KPIs
Minimum 2 years of experience in a Training capacity
Ability to communicate with all levels of business function
This is not a remote position, in-office presence is required

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Deliver and update and improve on new hire and refresher trainings using our internal LMS tool, Cornerstone (DDU)
Be the “face of CXI” for new hires and existing tenured teammates
Proactively identify gaps in training within CXI and institute targeted interventions by leveraging training data + AI to guide increased efficiency, performance and quality
Cross-skill teams to better enable CXI & leaders to flex teams to handle spikes in demand or special projects
Use your knowledge of processes across the CXI organization to suggest improvements to processes and help managers implement them
Evaluate your learners' performance to ensure training programs are driving measurable improvements in quality, productivity, and customer outcomes.
Use communication skills and relationship-building in in-person, virtual, recorded, and online training materials
Develop deep expertise in a wide array of LOBs and PODs
Collaborate with cross-functional teams and leadership during Week 0, class duration and hand-off meetings.