People Matter

Supervisor, Community Defense



People & HR, Operations
Tempe, AZ, USA
Posted on Saturday, November 18, 2023

About the Team

The Community Defense team improves the quality of DoorDash operations through the adjudication of background checks, inbound appeals and support inquiries, and screening-related functions. On-demand food delivery has many advantages; however, there are extremely challenging logistics to ensure DoorDash is delivering the best service to the Customers, Dashers, and Merchants.

Community Defense presents a united front to protect the experience of Customers, Merchants, and Dashers while solving these logistical challenges. This team’s work helps in maintaining and building internal and external relationships while protecting DoorDash’s brand. We work with our partners to solve and mitigate escalations, monitor daily quality, improve response times, and guide tool usage and efficiencies. This position is a tremendous opportunity to join a fast-growing team that is hyper-focused on improving the quality of DoorDash’s operations.

About the Role

As a Supervisor on our Community Defense Team, you will oversee a team of team leads, specialists, and agents responsible for providing the highest quality care to our Dashers at the forefront of our business. You’ll manage the daily operations of a growing company while maintaining and improving quality and efficiency metrics for your team. You will identify areas of opportunity while developing solutions that allow the team, Trust and Safety organization, and our partners to accelerate towards our goal of operational excellence. Your experience in people management, leadership, process improvement, collaboration, and cross-functional work will allow you to elevate the team to the next level.

You will report into the Manager of Community Defense in our Global Support and Integrity Operations Organization.

Once our offices reopen, we expect this role to be hybrid with some time in-office and some time remote.

You're excited about this opportunity because you will…

  • Manage and develop Team Leads and Specialists to advance their development and skill sets
  • Oversee a Team Lead (frontline people manager), a Specialist (process optimizer), and a team of 10-15 Representatives (frontline process executors)
  • Responsible for establishing, assessing, and maintaining performance metrics of the team
  • Support your team by being present and answering questions, hosting weekly team huddles, and creating impactful changes
  • Build out a team of individuals who are focused on the success of every task
  • Identify areas in our policies / process that need greater clarity and collaborate with others to improve our product or process logic
  • Engage with business partners to provide and receive feedback on processes for continuous improvement
  • Coordinate daily workflow assignments within the team and adjust resources to meet service level agreements
  • Execute in short-term sprints while maintaining a vision for long-term sustained success
  • Create, distribute, and present impactful and insightful reporting on individual and team performance
  • Help scale the team and department to match DoorDash’s growth and business needs

We're excited about you because…

  • You have the ability to motivate a team, set and achieve performance targets, and maximize the team’s potential
  • You are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
  • You are always looking for opportunities to better your work product
  • You have a mind and talent for process improvement
  • You have a Bachelor’s degree or equivalent work experience
  • You have at least 1 year of experience working in compliance, trust and safety, and/or Support Operations
  • You have experience in pulling and using data to influence your decisions
  • You have knowledge of Salesforce and Excel (can maintain complex spreadsheets)/Google Sheets
  • Experience with adjudications, case work and high volume processing
  • You have familiarity with working with large, diverse customer support and operations
  • You have familiarity with working with large, diverse customer support and operations

About DoorDash

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.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. 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. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. 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.

If you need any accommodations, please inform your recruiting contact upon initial connection.