Team Lead, Live Operations

Role Description

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.

You're excited about this opportunity because you will…

• Drive Operational Excellence: Establish an elite bar for performance and hold your team of 4 Specialists accountable to high-output metrics and quality standards.
• Master AI-Enabled Ops: Leverage automation and AI tools to improve efficiency, while auditing team usage to ensure technology is driving the correct operational outcomes.
• Manage Talent & Performance: Identify underperformance early and take decisive action through direct coaching, performance improvement plans, or pipelining new talent.
• Lead with a "Player-Coach" Mindset: Act as the final point of escalation for your pod, providing technical guidance and leading by example during peak operational periods.
• Shape the Strategy: Use "First Principles" thinking to identify process gaps and collaborate with cross-functional partners to overhaul and improve operational playbooks.

Your responsibilities include:

• 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.

Qualifications

• 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 have prior experience in an online marketplace or e-commerce environment and understand the complex interplay between consumers, merchants, and dashers/logistics providers.
• You have an uncompromising commitment to quality and a proven track record of leveling up underperforming teams.
• 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 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 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 remain composed and decisive while managing escalations or time-sensitive operational issues.
• You do what it takes to support a 24/7 business and are ready to lead your team across various shifts and holidays.

Requirements

• 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.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance and a mental health program.