Supervisor, Merchant Sentiment

About the Team

DoorDash Support doesn't stop at solving live order issues. The Merchant Sentiment team at DoorDash serves as a single-contact for Merchants enrolled in this program - providing white-glove, personalized service, and support. Our mission is to build trust, increase merchant satisfaction while promoting advocacy, and long-term partners. 

About the Role

The Supervisor, Merchant Sentiment plays a critical role in ensuring the success of our Merchant partners across both the DoorDash and Caviar platforms. As an expert in all things Merchant, you’ll be responsible for coaching and leading a team to deliver an exceptional support experience that is both empathetic and personalized. Strong leadership skills, including experience managing people and metrics, are essential for this role. As a Supervisor you’ll also be responsible for providing an increased level of partnership to escalate and investigate complicated issues. 

As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving. The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, immediate problem-solving, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of the office.

In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

Key responsibilities:

• Manage a team of 15-18 Merchant Sentiment Specialists to hit metrics, while also promoting a culture of pride, care, and enthusiasm for the work they're doing.
• Report on team performance to leadership weekly; create open communication channels that share wins and challenges.
• Work with DoorDash's Merchant Support Operations, Partner Integrations and Live Operations teams to implement outstanding support.
• Be a liaison between DoorDash, Merchants and our teams for escalated issues.
• Be a point of escalation from Merchant partners such as Enterprise Partner Managers or Engagement Managers with a willingness to find a solution at all costs.
• Monitor, review and assess CSAT and NPS responses to identify areas of opportunity and feedback for Merchant Sentiment Specialists. 
• Create performance improvement and career development plans for each member of your team.
• Become an expert across all-things-Merchant at DoorDash. This includes our sister-platform, Caviar.

You're excited about this opportunity because you will…

• You have deep experience in any of the following and are eager to broaden your skills in the others: contact center operations, customer/merchant/brand Experience, process improvement, project management, account management.
• You enjoy building new processes and optimizing operations from the ground up. You understand gray area, risk, and are comfortable working and producing measurable results.
• You are as passionate about Operations as you are about the Merchant and on top of that, you enjoy managing a team and promoting talent.
• You think about scalable processes and long-term vision and build the infrastructure to get there.

We're excited about you because…

• You have 4+ years of relevant work experience, with at least 2 years of experience managing people.
• You have experience achieving deliverables on a small to medium sized team.
• You have experience participating in projects.
• You are as comfortable operating from a 30k foot level as you are at the micro-granular level.
• You are comfortable dealing with ambiguity. 
• You're curious, always learning, and eager to find out the "why".
• You're passionate about our business.
• You have experience pulling data and using data to influence your decisions.
• You have knowledge of Salesforce, Sigma, and Excel (can maintain complex spreadsheets)/Google Sheets.
• You have experience in the tech, restaurant, or logistics industries.
• You have familiarity with working with large, diverse customer support, operations, and sales organizations.

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. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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