Supervisor, Community Defense

About the team

The Community Defense team works to continuously improve the quality of DoorDash operations through oversight of the background check process, adjudication, support handling, and various screening-related functions. As such, our team’s work balances protecting the safety of the platform with providing flexible earning opportunities in the communities that we serve. You will join a team of flexible, passionate individuals that are invested in building scalable and sustainable foundations upon which to continue to iterate towards the best future state.

About the role

As a Supervisor on our Community Defense Team, you will oversee a team of team leads, specialists, and frontline representatives responsible for providing the highest quality care to our Dashers at the forefront of our business. You’ll be responsible for managing the day to day 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 one of the Managers of Community Defense in our Trust and Safety Organization. This role is hybrid and will require some time in the office and some time remote.

You're excited about this opportunity because you will

• Manage, mentor, and coach 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 approachable, answering questions, hosting weekly team huddles, and creating impactful changes
• Build out a team of highly motivated 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 are a leader with a strong desire and natural ability to motivate a team, set and achieve performance targets, and maximize the team’s potential
• You are adept at handling high stress situations and are a model of resilience to your team
• You are results-oriented and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an owner, always looking for opportunities to better your work product
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
• You have a mind and talent for process improvement
• You have a Bachelor’s degree or equivalent work experience
• You have 2+ years of people management or team lead experience
• You have at least 1 year of experience working in compliance, trust and safety, and/or Operations
• You have experience in pulling data 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, and complex customer support and/or operations teams (preferred)