Team Lead, Live Operations

DoorDash USA

2d • $60,000 - $88,200

About The Position

As the LiveOps Team Lead, you will take ownership of a specialized pod of four (4) Senior Support Specialists. Your mission is to raise the bar on performance, ensuring uncompromising adherence to SOPs and driving a culture of absolute accountability. You will manage daily operations, audit quality, and execute performance plans to eliminate inefficiencies. Working with a high degree of independence, you will leverage and oversee the use of AI-enabled tools to proactively identify issues and drive resolution. Your leadership will be defined by your ability to drive a high-performing, disciplined team that meets the rigorous demands of DoorDash’s Live Operations. You will report into the New Verticals Quality pod.

Requirements

• You are an Experienced Leader: You have 5+ years of total professional experience, with at least 2+ years specifically managing high-performance teams in tech, marketplaces, or high-volume logistics.
• You understand Marketplace Dynamics: You have prior experience in an online marketplace or e-commerce environment and understand the complex interplay between consumers, merchants, and dashers/logistics providers.
• You Set a High Bar: You have an uncompromising commitment to quality and a proven track record of leveling up underperforming teams.
• You Lead with Candor: You are comfortable having difficult, data-backed conversations. You believe clear feedback is a gift and are unafraid to address performance gaps directly.
• You are Tech-Forward: You are comfortable using internal tools and AI automation to improve efficiency; you can quickly learn new software and coach others on its effective use.
• You are Analytical: You are a data-first problem solver with experience using Excel or Google Sheets (pivot tables, formulas) to identify trends. A willingness to learn SQL is a plus.
• You are Professionally Resilient: You remain composed and decisive while managing escalations or time-sensitive operational issues.
• You Act Like an Owner: You do what it takes to support a 24/7 business and are ready to lead your team across various shifts and holidays.
• Operational Availability: You are expected to work a flexible schedule that includes weekends and major holidays to align with peak marketplace demand and provide direct leadership during our busiest operating hours as the team works on these days.

Responsibilities

• Direct Supervision: Manage the daily output, attendance, and rigorous quality standards of four (4) Senior Support Specialists.
• AI & Tooling Oversight: Oversee the team’s use of AI-enabled monitoring and automation tools; identify when automation requires manual intervention to maintain quality.
• Performance Auditing: Regularly audit live logs and communications (phone/chat) to ensure the team is operating at peak efficiency and professionalism.
• Accountability Management: Conduct regular 1-on-1s focused on data-backed performance reviews; manage out underperformance when necessary to maintain team standards.
• Incident Leadership: Serve as the first-line incident lead during operational disruptions, ensuring mitigation and clear, concise communication.
• Process Documentation: Create and maintain documentation that supports operational consistency and the successful implementation of new pilots.
• Data Oversight: Monitor live dashboards and use internal tools to solve marketplace problems proactively and reactively.

Benefits

• DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed