About the Team

The Trust and Safety team responds 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 is responsible for 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 our team being able to identify harmful situations, communicate empathetically with survivors and make 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.

About the Role

As a Supervisor on our Trust & Safety Team, you’ll lead a team of trained professionals who handle sensitive and complex incidents that impact our users. You'll help ensure our platform members receive the highest level of support with empathy and ethical judgment. You will also set OKRs, develop strategy, and build processes that enable your team to quickly and competently mitigate risk on the platform.

This role requires strong communication skills, and the ability to work cross functionally with stakeholders including Legal, Policy, Strategy & Ops, Support, Analytics, and M-Team to ensure that DoorDash can detect, triage, and prevent safety incidents from occurring on our platform. This position is a tremendous opportunity to join a fast-growing team with an extreme focus on building DoorDash’s Trust and Safety brand, while protecting our community. 

You will report into the Manager of Community Response in our Trust & Safety organization. This role is hybrid with the expectation to be in office 2 days a week.  

You're excited about this opportunity because you will…

•     Lead a team of 14-15 Trust and Safety representatives 
•     Drive performance by establishing, evaluating and surpassing key performance indicators (KPIs), while fostering employee engagement through dedicated coaching and development of your team
•     Manage highly sensitive and complex safety incidents on the platform directly or through delegation to your team 
•     Partner with Legal, Public Affairs, Public Policy and others ensure we are responding to safety incidents empathetically and effectively
•     Build business cases and advocate for product and process improvements based on user feedback 
•     De-escalate sensitive safety situations and situations where community standards aren’t upheld with empathy and action-oriented support
•     Identify areas in our policies / process that need more clarity, and collaborate with others to improve our product, or position on an issue
•     Correspond with external partners to provide and receive feedback on processes for continuous improvement
•     Execute in short-term sprints while maintaining a vision for long-term sustained success
•     Create, distribute, and present impactful and insightful reporting on performance
•     Help scale the team and department to keep up with growth of DoorDash

We're excited about you because… 

•     You have at least 2 years of experience working in Trust and Safety, Risk Management or Fraud
•     You have experience with Crisis Management and Incident Response
•     You have a minimum of 2-4 years of direct people leadership experience  
•     You are a reliable and accountable leader with the ability to motivate and lead a team towards achieving targets, while effectively managing career growth and optimizing team performance
•     You can handle high stress situations and are a model of resilience to your team
•     You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
•     You are results-oriented, and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
•     You have a mind and talent for process improvement
•     You have experience working with workforce planning teams
•     You have experience pulling data and using data to influence your decisions
•     You have knowledge of Salesforce, Chartio, and Excel with the ability to maintain complex spreadsheets

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 wi