Senior TPM, Customer Support Security Strategy & Operations

About the Team

Our team manages and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible…at scale.

This role sits within the Global Support & Integrity Operations (GSIO) Network Strategy & Operations organization and partners closely with Security, IT, Product, Engineering, Analytics, BI, Workforce Management, Vendor Operations, Integrity Operations, and broader Operations leadership teams.

As GSIO continues to scale globally, the operational and platform risk associated with fraud, access management, account compromise, insider threats, operational abuse, and AI-enabled attacks continues to increase in complexity.

The Customer Support Security Strategy & Operations function exists to ensure GSIO operates with scalable governance, operational rigor, proactive risk management, and sustainable cross-functional execution across Security, IT, and Operations organizations.

This team does not replace Security, Fraud, Integrity, or Access Operations ownership. Instead, it acts as the operational program management and coordination layer that ensures initiatives, incidents, risks, controls, and remediation efforts are effectively prioritized, operationalized, tracked, and scaled across the ecosystem.

About the Role

DoorDash is looking for a Senior Technical Program Manager, Customer Support Security Strategy & Operations to build, operationalize, and continuously evolve the operating model that governs customer support security and platform integrity workstreams across GSIO. This role supports a global support operation spanning thousands of agents across internal and BPO environments, multiple support platforms, and a rapidly evolving operational risk landscape.

This leader will own rebuilding and maintaining a scalable, sustainable, and proactive program that improves how GSIO partners with Security and IT organizations to prevent, manage, investigate, escalate, remediate, and operationalize security and platform integrity initiatives.

The north star for this role is:

• Zero critical security gaps across GSIO operations
• Zero major operational platform integrity failures
• Faster and more scalable operational response to incidents and threats
• Sustainable mechanisms that reduce recurring operational risk over time

This role will serve as the connective layer between GSIO, Security, IT, Product, Engineering, Analytics, Integrity Operations, Access Operations, and frontline operational teams.

The primary responsibility of this role is not to directly own fraud investigations, security enforcement, or access management operations. Instead, this leader will ensure those operational verticals work cohesively through strong program management, governance, prioritization, escalation management, operational readiness, and scalable execution frameworks.

This role is highly cross-functional and requires a strong operator who can drive alignment across multiple organizations, build durable operating mechanisms, and improve how the company proactively manages operational security and platform integrity risks at scale.

You will report to the Head of GSIO Network Strategy & Operations.

You’re excited about this opportunity because you will…

Build and scale the GSIO Customer Support Security operating model

• Design and operationalize the end-to-end operating framework for customer support security and platform integrity programs across GSIO
• Build scalable mechanisms for risk intake, prioritization, investigation coordination, escalation handling, remediation tracking, and post-mortem management
• Define governance standards, operational SLAs, ownership models, escalation paths, and reporting cadences
• Establish sustainable operating rhythms that improve visibility, accountability, and execution quality across teams

Drive proactive security and platform integrity management

• Partner with Security, IT, Integrity Operations, and operational teams to proactively identify vulnerabilities, operational risks, abuse trends, insider threats, and AI-enabled attack vectors
• Help operationalize prevention strategies and scalable controls before issues become large-scale incidents
• Improve how GSIO anticipates, prioritizes, and mitigates emerging operational security risks
• Reduce recurring operational vulnerabilities through structured remediation and operational follow-through

Coordinate cross-functional incident and remediation programs

• Lead the cross-functional operational command structure for critical support security and platform integrity incidents, driving executive alignment, rapid decision-making, and durable remediation.
• Ensure incidents are investigated, escalated, tracked, and remediated within defined SLAs
• Drive alignment and execution across Security, IT, Product, Engineering, Integrity Operations, Access Operations, Analytics, BI, Vendor Operations, and frontline teams
• Improve end-to-end coordination, escalation handling, accountability, and operational readiness across organizations

Enable Integrity Operations and operational teams to scale more effectively

• Partner closely with Integrity Operations and operational leaders to turn operational insights, recurring issues, and risk signals into actionable remediation programs
• Help operational teams navigate and drive changes with Security and IT organizations more effectively
• Build scalable processes and governance mechanisms that reduce operational friction and improve execution quality
• Ensure operational concerns and frontline realities are reflected in prioritization and decision-making processes

Drive operational scalability through AI and automation

• Identify opportunities to leverage AI, LLMs, automation, and operational intelligence systems to improve detection, triage, escalation management, reporting, and operational scalability
• Partner across technical and operational teams to reduce manual operational overhead and improve self-service capabilities
• Help evolve GSIO toward more intelligent, automated, and proactive operational security systems

Lead through influence and ambiguity

• Drive alignment across senior technical and operational stakeholders without direct authority
• Clarify ownership, define priorities, and move high-risk initiatives forward in ambiguous environments
• Build durable operating mechanisms that scale beyond individual incidents or programs
• Communicate clearly and effectively with Director+ audiences during both proactive planning and critical escalations
• Own the executive operating rhythm for GSIO security and integrity risk management, including quarterly risk reviews, escalation governance, KPI reporting, and cross-functional remediation prioritization.

We’re excited about you because…

• You have deep experience in support operations, integrity operations, trust & safety, or large-scale operational environments
• You bring strong technical fluency across security, IT infrastructure, access management, platform integrity, or operational risk domains
• You are an exceptional program manager who can create structure and scalable operating mechanisms in ambiguous environments
• You know how to drive alignment across highly cross-functional organizations with competing priorities
• You are highly organized, analytical, and operationally rigorous
• You have strong operational judgment and can balance urgency, scalability, and risk mitigation
• You are comfortable leveraging data, AI, automation, and operational intelligence systems to improve operational resilience
• You communicate clearly and concisely across technical and non-technical audiences
• You operate with high ownership, urgency, and attention to detail in critical operational environments

Minimum Qualifications

• 8+ years of experience in Technical Program Management, Program Management, Operations, Trust & Safety, Integrity Operations, or related fields
• 4+ years leading large-scale cross-functional programs across technical and operational organizations
• Experience partnering across Security, IT, Product, Engineering, Analytics, BI, and Operations teams
• Strong understanding of support operations, integrity operations, platform risk, or operational security environments
• Strong executive communication and stakeholder management skills

Preferred Qualifications

• Experience in support operations, trust & safety, security operations, platform integrity, or fraud prevention environments
• Experience with access management, abuse prevention, operational controls, incident management, or platform risk programs
• Experience building scalable governance frameworks, escalation models, or operational control mechanisms
• Experience leveraging AI, automation, or workflow tooling to improve operational scale and resilience
• Experience operating across global teams and time zones