Supervisor, MXO Drive Support (Mid Shift)

DoorDash; Tempe (AZ); Hybrid; USD 85,000 - 110,000; Full time

Job summary

DoorDash seeks a Supervisor for the Drive Support team in Tempe, leading 15–18 Drive Specialists across multiple products. You will coach, develop, and empower teammates while balancing frontline leadership with strategic initiatives to improve merchant experience daily.

You will build partnerships with Product, Engineering, Sales, and Operations, thrive in ambiguity, and drive scalable improvements leveraging data and AI insights. This hybrid role requires strong visibility and impact.

Qualifications

• 3+ years of people leadership experience in fast-paced environments.
• Proven track record of developing underperforming and high-performing employees.
• Thrive in ambiguity and create clarity for your team.
• Led projects, product launches, or operational initiatives beyond day-to-day tasks.
• Build cross-functional partnerships and influence outcomes without relying on authority.
• Highly organized with ability to balance leadership, execution, and priorities.
• Leverage data to identify trends, measure success, and drive decisions.
• Embrace AI and emerging technologies to improve efficiency and focus on high-value work.
• Pursue continuous improvement to simplify processes and enhance merchant experience.

Responsibilities

• Lead, coach, and develop a 15–18 person Drive Specialists team through regular coaching, performance conversations, and career development.
• Create an inclusive, high-performing culture built on accountability, trust, and feedback.
• Develop and implement performance improvement plans and growth opportunities for teammates.
• Support onboarding, calibration, and ongoing learning for complex support scenarios.
• Own team performance across quality, productivity, customer experience, and operational metrics.
• Identify operational risks from trends and proactively implement mitigation plans.
• Partner with Product, Engineering, Sales, and Operations to launch new products and workflows.
• Drive change management and keep teammates aligned with evolving priorities.
• Represent frontline support with data-driven insights to cross-functional partners.

Skills

People leadership

Coaching

Cross-functional collaboration

Data-driven decisions

Project management

Process improvement

AI awareness

Job description

About The Team

Merchant Experience Operations (MXO) powers the day-to-day experience for DoorDash's merchants-from onboarding through long-term partnership. The Drive Support team specializes in resolving our most complex operational challenges while partnering closely with Product, Engineering, Sales, Quality, and Operations to continuously improve the merchant experience.

We don't just resolve issues-we identify patterns, influence product improvements, and build scalable solutions that help merchants succeed.

About The Team

Merchant Experience Operations (MXO) powers the day-to-day experience for DoorDash's merchants-from onboarding through long-term partnership. The Drive Support team specializes in resolving our most complex operational challenges while partnering closely with Product, Engineering, Sales, Quality, and Operations to continuously improve the merchant experience.

We don't just resolve issues-we identify patterns, influence product improvements, and build scalable solutions that help merchants succeed.

About The Role

As a Supervisor on the Drive Support team, you will lead a high-performing team of 15-18 Drive Specialists supporting DoorDash's most complex merchant experiences across multiple products and lines of business.

This role is ideal for someone who enjoys leading people while solving complex business problems. Successful Drive Supervisors are coaches, operators, project leaders, and strategic partners who thrive in fast-paced environments. They create clarity during ambiguity, influence cross-functional decisions, lead organizational change, and continuously improve how we support merchants.

You'll balance frontline leadership with strategic initiatives, helping shape the future of Drive Support while ensuring your team delivers an exceptional merchant experience every day.

At DoorDash, we believe meaningful in-office collaboration drives innovation and growth. This role is based in our Tempe office with hybrid expectations determined by business needs.

You're Excited About This Opportunity Because You Will…

• Lead, coach, and develop a team of 15-18 Drive Specialists through regular coaching, performance conversations, career development, and recognition.
• Create an inclusive, high-performing culture built on accountability, trust, and continuous feedback.
• Develop performance improvement plans and growth opportunities that help teammates reach their full potential.
• Support onboarding, calibration, and ongoing learning to ensure Specialists confidently navigate increasingly complex support scenarios.
• Own team performance across quality, productivity, customer experience, and operational metrics.
• Monitor trends across support channels, identify operational risks and proactively implement solutions before issues impact merchants or the business.
• Use operational data to identify root causes, uncover improvement opportunities, and influence business decisions.
• Simplify workflows and reduce manual effort to allow the team to focus on high-value customer interactions.
• Lead operational projects, product launches, and organizational initiatives from planning through execution.
• Coordinate cross-functional partners to successfully launch new products, workflows, and support models.
• Drive change management by creating clarity, maintaining engagement, and helping teammates navigate evolving priorities.
• Identify gaps in existing processes and champion scalable improvements that increase quality, efficiency, and merchant satisfaction.
• Build trusted partnerships with Product, Engineering, Sales, Account Management, Workforce Management, Quality, and Operations.
• Represent frontline support by bringing data-driven insights and recommendations to cross-functional partners.
• Influence decisions through collaboration rather than authority while maintaining strong stakeholder relationships.
• Communicate operational risks, business impacts, and recommended mitigation plans clearly to leadership.

We're Excited About You Because…

• You have 3+ years of people leadership experience in operations, customer experience, or a similar fast-paced environment.
• You have a demonstrated track record of developing both underperforming and high-performing employees.
• You thrive in ambiguity and create clarity for your team even when information is incomplete.
• You proactively identify operational risks and develop thoughtful mitigation strategies before they become business issues.
• You have successfully led projects, product launches, or operational initiatives outside of your day-to-day responsibilities.
• You build strong cross-functional partnerships and influence outcomes without relying on positional authority.
• You are highly organized and can effectively balance people leadership, operational execution, and strategic priorities.
• You leverage data to identify trends, measure success, and drive informed decisions.
• You embrace AI and emerging technologies to improve efficiency, reduce manual work, and enable your team to focus on complex, high-value support.
• You are passionate about continuous improvement and are always looking for opportunities to simplify work, improve processes, and enhance the teammate and merchant experience.

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-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.

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.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

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