Support a critical operational function within DoorDash’s New Verticals business
Work cross-functionally across multiple teams and surface areas
Operate as a 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
Serve as primary shift owner during assigned hours
Proactively monitor live fulfillment metrics to identify and resolve bottlenecks
Execute daily standard operating procedures and support new pilots
Engage consumers, merchants, or dashers via phone, text, or chat
Independently troubleshoot issues and drive resolution end-to-end
Manage and resolve cross-functional escalations
Act as first-line incident lead during operational disruptions
Leverage AI-enabled monitoring and automation tools
Test new tools and workflows, provide feedback, and improve efficiency
Create and maintain documentation to support quality and operational consistency
Use internal tools and dashboards to address operational issues
Demonstrate strong ownership and bias for action in maintaining operational excellence

3+ years of experience in dynamic, shift-based environments (e.g., e-commerce marketplaces, fulfillment, or retail management)
Comfort balancing multiple priorities in a fast-paced setting
Ability to work independently and take ownership of issues
Sound decision-making under pressure
Attention to detail and high standards in repetitive, high-volume work
Proficiency in spreadsheets (e.g., using filters, basic formulas, and pivot tables)
Communicate clearly, directly, and proactively with cross-functional partners
Comfort using internal tools and automation
Accept feedback, adjust quickly, and continuously improve work quality
Professional and composed when handling escalations or time-sensitive issues
Availability to work any day of the week, including weekends and major holidays

Senior Support Specialist – Live Operations

Key skills