Head of Operations - Customer Support

Supervisor, Specialty Support Operations
DoorDash
Job Type: Full-Time
Technical/Customer Support
Logistics
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. 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.
As a Supervisor on our Specialty Support Operations, you will oversee a team of trained support staff. 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 distance of 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.
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 reports on performance
Opportunity to have a positive impact on your line of business
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 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 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 improvementYou 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
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)
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. 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.
Our Commitment to Diversity and Inclusion
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. stereotyping) from ever gaining a foothold in our office. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.