As one of DoorDash's core Support Operations teams, Live Customer Support Operations is a highly specialized and tactical team, tasked with ensuring that when there are bumps in the last mile, there's always someone there to help make things right.
As a Manager on our CXI Support Team, you will lead a team of support professionals dedicated to providing best-in-class service for our partners. This role appeals to you because you're not only a strategic leader but also an operator and problem solver. You will drive the day-to-day operations while aligning your team's performance to meet and exceed ambitious quality, speed, and efficiency goals in an ever-growing, fast-moving environment.
As a people leader, you'll be responsible for driving collaboration, empowering employee development, and fostering a problem-solving culture. You'll be expected to take ownership of your team's success, leveraging data and cross-functional partnerships to enhance processes, improve outcomes, and drive long-term growth. As a manager, you're expected to give candid feedback in real time, address underperformance early rather than let it ride to the next review cycle, and calibrate ratings honestly even when it's uncomfortable.
Because of the critical in-person elements of this role (such as facilitating 1:1 meetings, building rapport, and encouraging teamwork), you must be able to be physically present in our corporate CDMX office and reside within a commutable 50 miles of the office.
Note: In-office days are determined by business needs and may change. Please connect with the recruiter to determine the specific in-office requirements for this role.
- Build the team through hiring: Actively recruit, interview, and give calibrated feedback on candidates treating every hire as a chance to raise the bar, not just fill a seat.
- Hold the line on performance: Address underperformance early and directly, including coaching plans and formal performance action when needed, while creating real growth paths for people who exceed expectations.
- Lead and develop high-performing teams: Manage multiple team leaders and their respective teams, ensuring the seamless execution of marketplace operations support. Drive strategic initiatives that enhance team performance, align with business objectives, and maintain high-quality standards across large-scale operations.
- Drive organizational performance: Set, monitor, and manage performance goals at both the individual and team leader levels, with a focus on improving productivity, efficiency, and quality metrics. Regularly review key performance indicators (KPIs) and implement action plans to address areas of opportunity.
- Foster leadership development and continuous learning: Coach, mentor, and develop team leaders to enhance their leadership capabilities, drive team engagement, and improve overall impact. Implement structured development plans to cultivate future leaders and ensure continuous growth at all levels of the organization.
- Optimize workflow and enhance operational delivery: Oversee daily operations at scale by managing resources effectively across multiple teams. Implement and refine operational processes, adjust resource allocation to meet service level agreements (SLAs), and drive consistency and efficiency across the operation.
- Leverage data to drive strategic decisions: Create, analyze, and present advanced reporting and data insights to senior leadership. Use data to influence operational strategy, improve processes, and drive measurable results. Ensure team leaders are equipped with the right data and tools to make informed decisions and optimize their teams' performance.
- 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 increase results, and are constantly evaluating how and whether your team's activities are achieving the desired, measurable impact
- 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 make fast, well-reasoned decisions in ambiguity you're trusted to act without full direction and escalate only when genuinely uncertain.
- You take full ownership of outcomes, you close loops independently, flag blockers before they escalate, and don't wait to be asked before driving a problem to resolution.
- You have a Bachelor's degree or equivalent experience
- You have 2+ year or more of people management or team lead experience
- You have a mind and talent for process improvement
- You have experience in pulling data and using data to influence your decisions
- You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
- You have experience in the tech, restaurant, or logistics industries (preferred)
- You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)
- You default to transparency — you communicate real status, including bad news and delays, without softening it into ambiguity.
- You disagree and commit — you'll debate a decision directly and professionally, then execute fully once it's made, without relitigating it later.\
- You use AI tools to increase your own productivity and your team's, and share what you learn with the people you manage.
- You invest in developing your team even when it's not required — you can point to reports you've coached into a promotion or a growth path, not just reports who hit their numbers.
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.
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.
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.
If you need any accommodations, please inform your recruiting contact upon initial connection.
We use Covey as part of our hiring and/or promotional process for jobs in certain locations.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144
To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.
