About the Team:
New Verticals (NV) is a key growth engine for DoorDash, encompassing Convenience, Grocery, Retail, and Alcohol. The Live Operations team is the backbone of these businesses, responsible for ensuring fulfillment quality, operational consistency, and a seamless marketplace experience for consumers, dashers, and merchants at scale.
About the Role:
As the LiveOps Team Lead, you will take ownership of a specialized pod of four (4) Senior Support Specialists. Your mission is to raise the bar on performance, ensuring uncompromising adherence to SOPs and driving a culture of absolute accountability. You will manage daily operations, audit quality, and execute performance plans to eliminate inefficiencies. Working with a high degree of independence, you will leverage and oversee the use of AI-enabled tools to proactively identify issues and drive resolution. Your leadership will be defined by your ability to drive a high-performing, disciplined team that meets the rigorous demands of DoorDash’s Live Operations. You will report into the New Verticals Quality pod.
You're excited about this opportunity because you will…
- Drive Operational Excellence: Establish an elite bar for performance and hold your team of 4 Specialists accountable to high-output metrics and quality standards.
- Master AI-Enabled Ops: Leverage automation and AI tools to improve efficiency, while auditing team usage to ensure technology is driving the correct operational outcomes.
- Manage Talent & Performance: Identify underperformance early and take decisive action through direct coaching, performance improvement plans, or pipelining new talent.
- Lead with a "Player-Coach" Mindset: Act as the final point of escalation for your pod, providing technical guidance and leading by example during peak operational periods.
- Shape the Strategy: Use "First Principles" thinking to identify process gaps and collaborate with cross-functional partners to overhaul and improve operational playbooks.
Your responsibilities include:
- Direct Supervision: Manage the daily output, attendance, and rigorous quality standards of four (4) Senior Support Specialists.
- AI & Tooling Oversight: Oversee the team’s use of AI-enabled monitoring and automation tools; identify when automation requires manual intervention to maintain quality.
- Performance Auditing: Regularly audit live logs and communications (phone/chat) to ensure the team is operating at peak efficiency and professionalism.
- Accountability Management: Conduct regular 1-on-1s focused on data-backed performance reviews; manage out underperformance when necessary to maintain team standards.
- Incident Leadership: Serve as the first-line incident lead during operational disruptions, ensuring mitigation and clear, concise communication.
- Process Documentation: Create and maintain documentation that supports operational consistency and the successful implementation of new pilots.
- Data Oversight: Monitor live dashboards and use internal tools to solve marketplace problems proactively and reactively.
We're excited about you because…
- You are an Experienced Leader: You have 5+ years of total professional experience, with at least 2+ years specifically managing high-performance teams in tech, marketplaces, or high-volume logistics.
- You understand Marketplace Dynamics: You have prior experience in an online marketplace or e-commerce environment and understand the complex interplay between consumers, merchants, and dashers/logistics providers.
- You Set a High Bar: You have an uncompromising commitment to quality and a proven track record of leveling up underperforming teams.
- You Lead with Candor: You are comfortable having difficult, data-backed conversations. You believe clear feedback is a gift and are unafraid to address performance gaps directly.
- You are Tech-Forward: You are comfortable using internal tools and AI automation to improve efficiency; you can quickly learn new software and coach others on its effective use.
- You are Analytical: You are a data-first problem solver with experience using Excel or Google Sheets (pivot tables, formulas) to identify trends. A willingness to learn SQL is a plus.
- You are Professionally Resilient: You remain composed and decisive while managing escalations or time-sensitive operational issues.
- You Act Like an Owner: You do what it takes to support a 24/7 business and are ready to lead your team across various shifts and holidays.
- Operational Availability: You are expected to work a flexible schedule that includes weekends and major holidays to align with peak marketplace demand and provide direct leadership during our busiest operating hours as the team works on these days.
We expect this position to be filled by 5/31/26.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
**Compensation **
Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
See below for paid time off details:
- For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
- For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
The national base pay range for this position within the United States, including Illinois and Colorado.
$60,000—$88,200 USD
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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 prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.