Team Lead, Community Defense

Lead a Team Focused on Community Defense at DoorDash

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 stakeholders to solve and mitigate escalations, monitor day-to-day quality, improve response times, and drive 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 Team Lead on our Community Defense Team, you will directly manage frontline agents responsible for providing the highest quality care to our Dashers at the forefront of our business. This role appeals to you because you're a leader, operator, and problem solver. You’ll be responsible for managing the day to day operations with an expanding company while maintaining and improving on bold quality and productivity metrics for your team. You’ll also become an expert on our team’s workflows while acting as a main point of escalation and working to unlock process efficiencies and share best practices.

This is a hands-on leadership role where you’ll foster collaboration, develop talent, and solve problems in real time. This position requires in-office presence at our Tempe corporate office for in-person coaching, cross-functional collaboration, and immediate problem-solving. Candidates must live within 50 miles of the Tempe, Arizona office.

In-office days are determined by business needs and may change. This role also requires periodic domestic and international travel to DoorDash offices and partner sites.

You will report into a Supervisor of Community Defense in our Trust and Safety Organization.

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

• Lead a team of motivated individuals who are focused on customer success in order to deliver on operational KPIs
• Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
• Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders
• Coordinate daily workflow assignments within the team and adjust resources to meet service level agreements with the business
• Operate as a Subject Matter Expert by creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement
• Help scale the team and department to keep up with the growth of DoorDash

We’re excited about you because...

• 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 owner, always looking for opportunities to better your work product
• 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 a mind and talent for process improvement
• You have experience in pulling and using data to influence your decisions
• Experience with adjudications, case work and government documents
• You have knowledge of Salesforce and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
• You have 1+ year or more of people management or team lead experience (preferred)
• You have experience in the trust and safety, compliance, and/or regulatory industries (preferred)
• You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)

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.