Supervisor, Marketplace Quality - job 1 of 2

As a Supervisor of Marketplace Quality at DoorDash, you will be responsible for overseeing a team of Marketplace Quality agents. This includes managing complex investigations, enhancing service quality by setting objectives and key results (OKRs), and ensuring your team provides the highest support standards. You will also collaborate with various stakeholders in our organization to address quality concerns and drive process improvements.

To excel as a Supervisor in Marketplace Quality at DoorDash, candidates should possess strong leadership skills, problem-solving abilities, and excellent communication. A background in fraud prevention, trust and safety, or risk management is beneficial, along with at least 2-4 years of team management experience. Familiarity with tools like Salesforce and data analysis will be advantageous.

Preparation for the Supervisor, Marketplace Quality role at DoorDash includes gaining experience in team management and quality assurance processes. Familiarizing yourself with fraud investigations and risk management practices will be crucial. Additionally, enhancing your communication and project management skills will set you up for success in this fast-paced environment.

The working environment for a Supervisor, Marketplace Quality at DoorDash is dynamic and collaborative. This role requires in-office presence in Tempe, Arizona, where you will work closely with cross-functional teams. The culture emphasizes professional growth, employee engagement, and innovation, making it an exciting place to develop your career.

Supervisors in Marketplace Quality at DoorDash have ample opportunities for career advancement. As the company continues to grow, there will be chances to take on more responsibility, lead larger teams or projects, and influence company policies. The company encourages ongoing professional development to help employees achieve their career goals.

When evaluating the team's performance as a Supervisor, Marketplace Quality, it is essential to establish clear KPIs aligned with company objectives. Regularly reviewing these metrics, soliciting feedback from team members, and conducting one-on-one check-ins will provide insights into their performance and areas for further development.

In dealing with sensitive quality incidents, it’s vital to approach the situation with empathy and a structured process. For example, I would outline the incident, gather necessary facts, consult with relevant stakeholders, and ensure that solutions align with company quality standards while keeping affected parties informed.

Handling team disagreements requires active listening and open communication. As a Supervisor, I would facilitate a discussion to understand each team member's perspective, encourage collaborative problem-solving, and help identify a resolution that promotes team cohesion and aligns with our quality goals.

The Marketplace Quality role is crucial at DoorDash because it directly affects the trust and safety of our services. By ensuring quality delivery experiences, we not only protect our users but also enhance the reputation and reliability of our platform, ultimately supporting our mission to empower local economies.

Prioritizing tasks involves understanding both immediate business needs and long-term quality goals. I would assess the team's workload, address urgent quality issues first, and then align ongoing projects with strategic objectives. Using project management tools can also help in tracking progress and adjusting priorities as needed.

Leading a team in a fast-paced environment requires adaptability and strong team dynamics. I focus on setting clear goals, maintaining open communication, and celebrating achievements, which motivates the team while fostering resilience during high-stress situations. This approach also enhances the team’s ability to navigate challenges effectively.

To manage quality investigations effectively, I utilize various tools, including data analysis software for identifying trends, communication platforms for team collaboration, and customer relationship management systems like Salesforce for tracking user interactions and investigating issues comprehensively.

Collecting and implementing feedback from my team is essential for continual improvement. I encourage regular feedback sessions where team members can share their insights, and I actively look for opportunities to integrate their suggestions into our processes, ensuring they feel valued and heard.

To motivate my team, I focus on creating an inclusive environment that emphasizes personal growth. This includes recognizing individual successes, providing opportunities for professional development, and aligning tasks with each member’s interests and strengths to foster engagement and accountability.

Effective cross-department communication stems from establishing regular check-ins and using collaboration tools that foster transparency. In the Supervisor role, I would act as a liaison, ensuring that our quality findings and feedback influence other departments and that they are aligned with our overall strategy.