Team Lead, Marketplace Quality

About the position DoorDash’s Marketplace Quality team is seeking an experienced leader to oversee a team of Marketplace Quality agents. The Marketplace Quality team is responsible for identifying, investigating, and mitigating negative behavior which affects overall delivery quality. The team conducts investigations, adjudications, and deep-dive analysis on a variety of quality concerns for our community, including but not limited to: contract violations, never delivered, and offline instances of fraud. The goal of the Marketplace quality team is to enforce quality standards on the platform to ensure our consumers, dashers and merchants have a high quality and safe experience. As a Team Lead on our Marketplace Quality Team, you will directly manage Representatives responsible for providing the highest quality care to our Consumers, Merchants and Dashers at the forefront of our business. This role appeals to you because you're an operator and a problem solver. You’ll manage the daily operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team. This 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 to a Marketplace Quality Supervisor in our Global Support and Integrity Operations organization. The schedule for this position will be Sunday-Thursday with an in-office requirement of 2x per month. As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving. The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, immediate problem-solving, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

Responsibilities

• 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 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 in order to identify trends and highlight opportunities for improvement

Requirements

• 2+ years or more of people management or team lead experience
• You have a desire to motivate a team, and set and achieve targets
• You increase results, and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an operator, you translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level
• 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 an eye for process improvement
• You have experience in pulling data and using data to influence your decisions
• You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets
• You have experience in the Trust & Safety, tech, or logistics industries
• You have familiarity with working with large, diverse customer support, operations, and sales organizations
• You have flexibility to occasionally work shifts, holidays, and outside of standard schedule
• Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities.

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