About the Team

The Community Defense team improves the quality of DoorDash operations through adjudication of background checks, support and appeals handling, and various screening-related functions. You will join a fast-growing team that is hyper-focused on improving the quality of DoorDash's operations and protecting our Merchants, Customers, and Dashers while optimizing the experience.

About the Role

We’re hiring an Operations Manager, who will lead a team of Supervisors, Specialists, and frontline agents to standardize and scale a multi-process, high volume operations team. You will identify areas of opportunity while developing solutions that enable the team, Trust and Safety organization, and our business partners to accelerate towards our goal of operational excellence. Your skills and experience in process improvement, collaboration, and case management will have a foundational impact on removing barriers and better serving our community.

You will report into the Senior Manager of Community Defense on our Community Defense team in our Trust and Safety organization.

You’re excited about this opportunity because you will…

• Lead the Community Defense team which handles a variety of operational processes so we can consistently deliver high quality support to all portions of our business
• Drive workforce management efforts and standardization to allow continued growth and scalability of the team
• Develop a deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes
• Create and oversee skill and career development of team members
• Collaborate with the Strategy & Operations and Product teams to problem solve and build solutions that address quality issues upstream

We’re excited about you because…

• You are able to identify trends and problem solve to identify effective product and operational countermeasures
• You are able to operate autonomously while collaborating closely with cross functional partners
• You have strong written and verbal communication skills--including top notch grammar, spelling, and the ability to write both formally and casually using DoorDash’s brand voice and tone
• You are adaptable to change--our ever growing and developing team continuously takes on new workflows and responsibilities
• You are responsible--you can operate independently, track your progress towards goals, and will ask for help or communicate upwards if you run into any problems
• You are curious -- you love investigating and are able to get to the lowest level of detail when solving a problem
• You are meticulously organized--you can juggle investigation, scheduling calls, conducting follow ups, and synthesizing findings
• You are proficient and have knowledge of Salesforce, SQL and Google Applications
• You have management experience with 3+ years of work experience in operations/support operations or high volume case management

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 prev