Supervisor, MXO Drive Support (Mid Shift) at Doordashusa — Tempe, AZ

## 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.

• 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

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