Team Lead, Marketplace Quality at DoorDash

Tempe, Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Food Delivery, MarketplaceIndustries

Requirements

2+ years or more of people management or team lead experience
Desire to motivate a team, and set and achieve targets
Ability to increase results, and constantly evaluate how and whether your team’s activities are achieving the desired, measurable impact
Operator mindset: translate analysis to actions quickly, and test hypotheses to solve challenging business problems at their root level
Owner mindset: always looking for opportunities to better your work product
Comfortable making tough decisions that balance the trade-off between quality and quantity
Eye for process improvement
Experience in pulling data and using data to influence decisions
Knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets
Experience in the Trust & Safety, tech, or logistics industries
Familiarity with working with large, diverse customer support, operations, and sales organizations
Flexibility (implied from incomplete sentence)
Live within a commutable 50 miles of the Tempe corporate office
Ability to work Tuesday-Saturday schedule
In-office presence 2x per month (subject to business needs) for 1:1 meetings, cross-functional collaboration, problem-solving, and team environment

Responsibilities

Lead a team of motivated individuals focused on customer success to deliver on operational KPIs
Support your team by being present and 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 within the team and adjust resources to meet service level agreements with the business
Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight opportunities for improvement
Directly manage Representatives responsible for providing the highest quality care to Consumers, Merchants, and Dashers
Manage daily operations while maintaining and improving bold quality and speed metrics
Foster team collaboration, employee development, and problem-solving
Facilitate in-person 1:1 meetings with direct reports, connect with cross-functional partners, and nurture a collaborative team environment

Skills

Key technologies and capabilities for this role

Team LeadershipOperations ManagementQuality AssuranceFraud InvestigationData AnalysisEmployee DevelopmentProblem SolvingTrust and SafetyAdjudicationMetrics Management

Questions & Answers

Common questions about this position

What is the work schedule and in-office requirement for this role?

The schedule is Tuesday-Saturday, with an in-office requirement of 2x per month at the corporate Tempe office. You must live within a commutable 50 miles of the office to facilitate in-person 1:1 meetings and team collaboration.

What experience is required for the Team Lead position?

Candidates need 2+ years or more of relevant experience, with a focus on leadership, operations, and problem-solving.

What does the Marketplace Quality team do?

The team identifies, investigates, and mitigates negative behavior affecting delivery quality, including contract violations, never delivered orders, and fraud, to enforce quality standards and ensure a safe experience for consumers, dashers, and merchants.

What are the main responsibilities as Team Lead?

You will lead a team to meet operational KPIs, manage daily workflow, provide real-time feedback through 1-on-1 and team meetings, set goals, and act as a Subject Matter Expert by creating performance reports.

What is the salary or compensation for this role?

This information is not specified in the job description.

DoorDash

On-demand food delivery service

About DoorDash

DoorDash connects customers with local and national restaurants for on-demand food delivery, primarily in the United States, Canada, and Australia. The platform allows users to browse menus and place orders, which are delivered by drivers known as "Dashers." DoorDash's business model includes charging restaurants a commission and customers delivery and service fees, making it distinct in its three-sided marketplace approach. The company's goal is to lead the food delivery market by enhancing user experience and expanding its services.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$2,404.4MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

10,001+Employees

Benefits

Health & Wellness - Premium medical, dental, and vision insurance plans, including fertility coverage. Monthly gym and wellness reimbursement.

Compensation - Competitive salary with bi-annual performance reviews. Meaningful equity opportunities - with quarterly vesting.

Time When You Need It - Flexible vacation days for salaried employees. Generous vacation and sick days for hourly team members. Paid Parental Leave to support our DoorDash families.

Flexible Work Support - At-home office equipment and monthly WiFi support while working from home. Enjoy your favorite lunch on us while working in one of our offices.

Risks

Cannabis delivery faces competition from new market entrants, impacting market share.

Ibotta partnership may underperform if digital promotions don't resonate with customers.

Expansion into non-traditional categories may dilute DoorDash's core brand identity.

Differentiation

DoorDash's entry into cannabis delivery diversifies its service offerings.

Partnership with Ibotta enhances digital promotions, adding value for customers.

Collaboration with The Trade Desk boosts targeted advertising capabilities.

Upsides

Cannabis delivery opens new revenue streams amid growing demand for THC and CBD products.

Ibotta partnership may increase order frequency through enhanced digital promotions.

David's Bridal partnership taps into the lucrative wedding industry, diversifying offerings.

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