Support Operations Training Supervisor

DoorDash India; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

DoorDash India is seeking a Support Operations Training Supervisor to lead a team delivering and monitoring the impact of new and continuing training for Hyderabad-based Support Ops and our partners across the company.

The role focuses on developing quality trainers, identifying training gaps, applying adult learning theory, and collaborating across teams to improve efficiency and service quality.

Qualifications

• 1–2 years of experience as a Senior trainer or 2–3 years in training management in customer service.
• You love helping people and can juggle multiple tasks at once.
• Familiar with mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations.
• Understand and analyze metrics such as DWR, AHT, QA, and FCR.

Responsibilities

• Develop quality trainers with targeted training team goals.
• Identify gaps in training within Support Ops and institute targeted interventions.
• Apply adult learning theory and feedback to build enhanced training programs.
• Encourage curiosity and foster a team that is open, creative, and empowered.
• Collaborate across teams to implement process improvements.

Skills

Senior trainer

Training management

Data-driven

Strategic thinking

Cross-team collaboration

Education

Bachelor’s degree in education or HR

Job description

We're looking for a Support Operations Training Supervisor to lead a team that delivers and monitors the impact of new and continuing training for employees on Hyderabad, India Support Ops and our business partners across the company.

Support Ops is a passionate org that works to provide top-notch escalated support to DoorDash Customers, Merchants, and Dashers whose deliveries have gone awry. The Training Team enables support agents to feel confident in the solutions they provide to customers through new hire and continued education. We aim to be 1% better every day!

About the Role

A strong Training Supervisor is committed and courageous, with a proven track record of leading high-achieving teams or projects. You can juggle team management, strategizing, and cross-team collaboration gracefully. You are excited about elevating and leading a team that is a force multiplier for initiatives across the Support Ops team.

You're excited about this opportunity because you will...

• Develop quality trainers with targeted Training Team goals.
• Proactively identify gaps in training within Support Ops and institute targeted interventions to drive increased efficiency and quality
• Apply adult learning theory, feedback, and Ops metrics to build enhanced training programs, activities
• Encourage curiosity and foster a team that is open, creative, and empowered
• Leverage your knowledge of processes across the Support Ops org to suggest improvements to processes and help operations managers implement them
• Use a one-team-one-fight mentality to successfully collaborate across teams, including stepping in to facilitate if needed
• Develop a deep expertise in how DoorDash's processes, systems, and resources work
• Work in lock-step with instructional designers and content developers
• Represent the business case, status, and impact of training initiatives in various communication channels such as weekly business reviews

We're excited about you because...

• At least 1-2 years of experience as a Senior trainer or at least 2-3 years of experience in training management in customer service.
• You love helping people!
• You have a high bandwidth with no problem juggling multiple tasks at once
• You are a sponge, absorbing the deep knowledge of subject matter experts in diverse processes across Support Ops
• You are a strategic thinker who is not interested in the status quo. You love thinking about new opportunities or process improvement potential
• You are adept at using data and feedback to make clear objectives and key results
• Bachelor’s degree in education, Human Resources or a relevant field
• Familiarity with training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc)
• Understand and can analyze key operational metrics such as DWR, AHT, QA, and FCR.

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.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That is 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.

If you need any accommodations, please inform your recruiting contact upon initial connection.

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

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As set forth in DoorDash's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.