Support Operations Training Supervisor

Support Operations Training Supervisor

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 in CDMX Support Ops and our business partners across the company.

CDMX 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's 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's 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 at DoorDash 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's 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
• People management experience
• Familiarity with training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc)
• You are a current I4 level DoorDash Trainer
• Understands and can analyze key operational metrics such as DWR, AHT, QA, and FCR.

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.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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'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. 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.