Senior Support Specialist, Live Operations at Doordashusa

About the Team: New Verticals operates across Convenience, Grocery, Retail, and Alcohol on the DoorDash platform. The Live Operations team is responsible for maintaining fulfillment quality, operational stability, and a consistent experience for consumers, dashers, and merchants across these verticals. About the Role: We are seeking a Specialist to support fulfillment quality and operational performance across New Verticals. This role focuses on maintaining operational stability, identifying and mitigating risks, and ensuring a reliable experience for our three audiences: consumers, dashers, and merchants. You will manage multiple concurrent workstreams, monitor real-time performance dashboards, investigate deviations, and escalate when necessary to prevent broader operational impact. Working with a high degree of independence, you will leverage AI-enabled tools and structured workflows to proactively identify issues and drive resolution.. Your work will directly contribute to maintaining stable, efficient, and high-quality marketplace operations. You will report to the LiveOps Team Lead. You're excited about this opportunity because you will… • Support a critical operational function within DoorDash’s New Verticals business • Work cross-functionally across multiple teams and surface areas • Operate as an self-directed shift owner responsible for maintaining operational stability • Develop strong operational judgment in a fast-paced environment • Leverage automation and AI-enabled tools to improve efficiency and reduce manual effort • Ensure processes and workflows are executed consistently and effectively • Take ownership of complex issues and drive them to resolution Your responsibilities as part of your scope include but are not limited to the following: • Serve as primary shift owner during assigned hours, ensuring operational stability and immediate resolution of issues. • Proactively monitor live fulfillment metrics to identify and resolve bottlenecks before they impact our audience. • Execute daily standard operating procedures and support new pilots to maintain quality standards. • Engage consumers, merchants, or dashers via phone, text, or chat to resolve live order disruptions. • Independently troubleshoot issues related to workflow execution and drive resolution end-to-end. • Manage and resolve cross-functional escalations in partnership with relevant stakeholders. • Act as first-line incident lead during operational disruptions, ensuring mitigation and clear communication. • Leverage AI-enabled monitoring and automation tools to proactively identify risks and reduce manual intervention. • Test new tools and workflows, provide structured feedback, and identify opportunities to improve efficiency. • Partner with cross-functional teams to improve existing workflows and support implementation of new processes.Independently create and maintain documentation to support quality and operational consistency. • Use internal tools and dashboards to proactively and reactively address operational issues. • Demonstrate strong ownership and bias for action in maintaining operational excellence. We're excited about you because… • You have 3+ years of experience in dynamic, shift-based environments (e.g., e-commerce marketplaces, fulfillment, or retail management) where you are comfortable balancing multiple priorities in a fast-paced setting. • You are comfortable working independently and taking ownership of issues until they are fully resolved. • You make sound decisions under pressure and know when to escalate. • You pay close attention to detail and maintain high standards in repetitive, high-volume work. • You are proficient in spreadsheets (e.g., using filters, basic formulas, and pivot tables) and can use data tools to investigate issues and identify patterns. • You communicate clearly, directly, and proactively with cross-functional partners, especially when issues arise. • You are comfortable using internal tools and automation to improve efficiency. • You accept feedback, adjust quickly, and continuously improve your work quality. • You remain professional and composed when handling escalations or time-sensitive issues. • You are available to work any day of the week, including weekends and major holidays, based on business needs and peak operating hours. 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. 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.$21.20—$31.20 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.