DoorDash USA is hiring: (Night Shift) Supervisor, Community Response in Tempe

Night Shift Supervisor, Community Response

Tempe, AZ

About the Team

DoorDash’s Trust and Safety team is seeking an experienced people leader to oversee a team of Trust and Safety frontline agents. The Trust and Safety Operations team is responsible for responding to safety incidents on the platform quickly, effectively and empathetically to ensure our consumers, dashers and merchants have a high quality and safe experience. The team handles a variety of safety concerns for our community, including but not limited to personal safety, threats, property damage, food safety, discrimination and personality disputes. Trust and Safety success relies on identifying harmful situations, communicating empathetically with survivors, and making quick decisions to mitigate future risk. The goal is to provide the best support possible for those who have experienced an incident on the DoorDash platform and restore their status quo.

As a people leader, you will foster team collaboration, employee development, and problem-solving. In this role, you will be physically present in our Tempe office and will facilitate in-person 1:1 meetings with direct reports, connect with cross-functional partners, and engage in immediate problem-solving to nurture a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of the office.

In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine the in-office requirement for this role.

This role will include an overnight shift; exact schedule is to be determined.

About the Role

As a Supervisor on our Trust and Safety Team, you will oversee a team of trained Trust & Safety professionals. You will handle sensitive, complex user-facing incidents with empathy and ethical judgment to ensure we provide the highest standard of support to our platform members. You will be responsible for setting OKRs, developing strategy, and building processes that enable your team to quickly and competently mitigate risk on the platform. You will work cross-functionally with stakeholders across the organization, including Legal, Policy, Strategy & Ops, Support, Analytics, and M-Team to ensure we can detect, triage, and prevent safety incidents. This position offers the opportunity to contribute to building DoorDash’s Trust and Safety brand while protecting the community.

You're excited about this opportunity because you will...

• Lead a team of 8-10 Trust and Safety representatives – entry-level, hourly employees
• Establish, assess and exceed KPI’s among the team
• Manage response directly or through delegation to your team for highly sensitive safety incidents
• Partner with Legal, Public Affairs, Public Policy and others to ensure empathetic and effective responses
• Be responsible for employee engagement and development including coaching and management sync sessions
• Build out a team focused on the success of every task
• Build business cases and advocate for product and process improvements based on user feedback
• De-escalate sensitive safety situations with empathy and action-oriented support
• Identify policy/process areas that need clarity and collaborate to improve products or positioning
• Correspond with external partners for feedback on processes
• Coordinate daily workflow within the team and adjust resources to meet service levels
• Execute in short-term sprints while maintaining a long-term vision
• Create and present impactful reporting on performance
• Help scale the team and department with DoorDash growth

We're excited about you because...

• You have a Bachelor’s degree or equivalent work experience
• You are reliable and accountable and foster accountability in your team
• You have 2-4 years of people management or team lead experience
• You have at least 1 year of experience in trust and safety, risk management or fraud
• You are a leader with the ability to motivate a team, set targets, and manage career growth
• You remain resilient under high stress and model resilience for your team
• You are results-oriented and evaluate how activities achieve measurable impact
• You are an owner and seek opportunities to improve work product
• You adapt to a fast-paced, changing environment and manage multiple deadlines
• You have a mindset for process improvement
• You have some experience with workforce planning
• You can pull data and use it to influence decisions
• You have knowledge of Salesforce, Chartio, and Excel (or Google Sheets)

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate to make impactful decisions that display empathy for users—from Dashers to merchant partners to consumers. DoorDash is a technology and logistics company that started with door-to-door delivery, and we seek team members who can help us grow from a company known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which provides opportunities to share perspectives, solve challenges, and grow your career. We are committed to supporting employees’ happiness, healthiness, and overall well-being with 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 hire and cultivate diverse teams from all backgrounds, experiences, and perspectives. True innovation happens when everyone has room at the table and access to tools and opportunities to excel.

Statement of Non-Discrimination: We do not discriminate on the basis of protected status and strive to prevent harassment or stereotyping. We value a diverse workforce and strongly encourage applicants from all backgrounds to apply.

Pursuant to applicable hiring regulations, we will consider qualified applicants, including those with arrest or conviction records, in a manner consistent with the law.

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

We will not include the application form in this refined описание

Apply for this job will be handled through the appropriate channels outside this description.