Live Operations Lead, DDfB

DoorDash, Inc.; Chicago (IL); On-site; USD 33,000 - 49,000; Full time

Benefits offered by this job

401(k) match

Paid parental leave

Wellness benefits

Commuter benefits

Paid time off

Job summary

DoorDash, Inc. is seeking a LiveOps team member to support high-value catering orders and keep operations running smoothly for customers, merchants, and dashers. You will execute SOPs, utilize internal tools, and help incubate new initiatives within DoorDash for Business.

Ideal candidates bring 2+ years of customer support or operations experience, strong prioritization skills, and the ability to adapt to changing priorities while maintaining quality and attention to detail.

Qualifications

• 2+ years of experience in customer support, operations, or account management.
• Comfort with varying levels of ambiguity and changing priorities.
• Attention to detail and commitment to quality.

Responsibilities

• Triage customer issues, assess urgency, and prioritize tasks.
• Use internal and external tools to fulfill SOP requirements.
• Proactively contact Customers, Merchants, and Dashers to resolve issues.
• Create documentation to support experiments and process improvements.
• Support new operational processes and pilots.
• Identify trends and surface opportunities for improvements across catering.

Skills

Customer support

Operations

Account management

Mac

G-Suite

Slack

Tools

MacOS

Slack

Job description

About the Team

DoorDash for Business is an exciting new arm of the DoorDash platform, focusing on providing meals solutions to companies. We're building and scaling new ways to delight our corporate customers, by leveraging the DoorDash platform and focusing on the white-glove experience. The LiveOps team is specifically focused on proactively solving client blockers with as little disruption to our clients day to day as possible.

About the Role

As a LOS (LiveOps) team member, you will execute on various standard operating procedures, utilizing internal tools to provide best in class support to our Customers, Merchants, and Dashers on high value Catering orders.

Your work will keep a pulse on new and upcoming support operations as you work to improve and incubate new initiatives within DoorDash for Business.

You're excited about this opportunity because you will…

• Anticipate customer needs and resolve issues before they arise, ensuring seamless experiences that build trust and loyalty.
• Collaborate with teams to identify opportunities for process optimization
• Leverage your skills to tackle new and diverse challenges.
• Work cross functionally with different departments within DoorDash for Business.

Your responsibilities as part of your scope include but are not limited to:

• Triage customer support issues to assess urgency and assign prioritization.
• Ability to utilize internal and external tools to complete SOP requirements.
• Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
• Create documentation for processes to support specific experiments and initiatives that improve quality (fill out tracker for adherence, but flag gaps/create docs)
• Support new operational processes and pilots.
• Surface potential operational improvements and trends across the catering product.

We're excited about you because…

• You have 2+ years experience working in customer support, operations, or account management.
• You have the ability to prioritize varying tasks.
• You have previously demonstrated the ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
• You are able to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
• You ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
• You are comfortable with varying levels of ambiguity.
• You are comfortable with Mac/G-Suite/Slack tooling.

Applications for this position are accepted on an ongoing basis

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.

The national base pay range for this position within the United States, including Illinois and Colorado. $24 - $35.30 USD

Benefits

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.

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).

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.