Team Lead, Live Operations
WFA Digital Insight
As the remote job market continues to evolve, demand for skilled live operations leaders has surged, with over 25% of companies citing operational excellence as a top priority. With the rise of e-commerce and digital marketplaces, professionals with expertise in marketplace dynamics, AI-enabled tools, and team management are in high demand. DoorDash, a pioneer in food delivery and logistics, is at the forefront of this shift. With its New Verticals team driving growth, the company is now seeking a seasoned Team Lead to oversee live operations. Candidates should be aware that this role requires a unique blend of technical, business, and leadership acumen, as well as the ability to thrive in a fast-paced environment. Before applying, consider your experience in managing high-performance teams, leveraging AI tools, and driving quality standards in a rapidly changing landscape.
Job Description
About the Role
The Team Lead, Live Operations role at DoorDash is a critical component of the company's New Verticals team, which encompasses Convenience, Grocery, Retail, and Alcohol. As a key growth engine for the company, this team is responsible for ensuring fulfillment quality, operational consistency, and a seamless marketplace experience for consumers, dashers, and merchants at scale. The successful candidate will take ownership of a specialized pod of four Senior Support Specialists, driving performance, quality, and a culture of accountability.The Live Operations team is the backbone of DoorDash's New Verticals business, and as Team Lead, you will be responsible for managing daily operations, auditing quality, and executing performance plans to eliminate inefficiencies. You will work with a high degree of independence, leveraging and overseeing the use of AI-enabled tools to proactively identify issues and drive resolution.
The ideal candidate will have a strong background in managing high-performance teams, with a proven track record of driving operational excellence and quality standards. You will be expected to lead by example, providing technical guidance and support to your team during peak operational periods.
What You Will Do
- Manage the daily output, attendance, and quality standards of four Senior Support Specialists
- Oversee the team's use of AI-enabled monitoring and automation tools, identifying when automation requires manual intervention to maintain quality
- Regularly audit live logs and communications to ensure the team is operating at peak efficiency and professionalism
- Conduct regular 1-on-1s focused on data-backed performance reviews, managing out underperformance when necessary
- Serve as the first-line incident lead during operational disruptions, ensuring mitigation and clear, concise communication
- Create and maintain documentation that supports operational consistency and the successful implementation of new pilots
- Monitor live dashboards and use internal tools to solve marketplace problems proactively and reactively
- Collaborate with cross-functional partners to overhaul and improve operational playbooks
- Identify process gaps and develop strategies to address them
What We Are Looking For
- 5+ years of total professional experience, with at least 2+ years specifically managing high-performance teams in tech, marketplaces, or high-volume logistics
- Prior experience in an online marketplace or e-commerce environment, with a strong understanding of marketplace dynamics
- Uncompromising commitment to quality and a proven track record of leveling up underperforming teams
- Experience with AI-enabled tools and automation, with the ability to quickly learn new software and coach others on its effective use
- Strong leadership and management skills, with the ability to lead by example and provide technical guidance and support
- Excellent communication and interpersonal skills, with the ability to have difficult, data-backed conversations
- Strong analytical and problem-solving skills, with the ability to identify process gaps and develop strategies to address them
Nice to Have
- Experience with Excel and Google Sheets, with the ability to leverage data to drive decision-making
- Knowledge of logistics and supply chain management, with a strong understanding of the complex interplay between consumers, merchants, and dashers/logistics providers
- Experience with data analysis and visualization tools, with the ability to communicate complex data insights to stakeholders
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-paced and dynamic company that is pioneering the food delivery and logistics industry
- Collaborative and supportive work environment, with a strong focus on teamwork and employee development
- Flexible and remote work arrangements, with the opportunity to work from anywhere
- Access to cutting-edge technology and tools, with the opportunity to develop new skills and expertise
- Comprehensive health and wellness package, with a strong focus on employee well-being
- Generous PTO and holiday package, with the opportunity to recharge and relax
- Professional development and growth opportunities, with a strong focus on career advancement and progression
How to Stand Out
- Develop a strong understanding of marketplace dynamics and the complex interplay between consumers, merchants, and dashers/logistics providers
- Highlight your experience with AI-enabled tools and automation, and be prepared to provide examples of how you have leveraged these tools to drive efficiency and quality
- Emphasize your leadership and management skills, and be prepared to provide examples of how you have led high-performance teams and driven operational excellence
- Be prepared to discuss your experience with data analysis and visualization tools, and how you have used data to drive decision-making
- Research the company culture and values, and be prepared to discuss how your skills and experience align with these
- Practice your communication and interpersonal skills, and be prepared to have difficult, data-backed conversations
- Be prepared to discuss your experience with process gaps and development strategies, and how you have identified and addressed these in previous roles
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