Senior Support Specialist, Live Operations

About the Team:

New Verticals operates across Convenience, Grocery, Retail, and Alcohol on the DoorDash platform. The Live Operations team is responsible for maintaining fulfillment quality, operational stability, and a consistent experience for consumers, dashers, and merchants across these verticals.

About the Role:

We are seeking a Specialist to support fulfillment quality and operational performance across New Verticals. This role focuses on maintaining operational stability, identifying and mitigating risks, and ensuring a reliable experience for our three audiences: consumers, dashers, and merchants.

You will manage multiple concurrent workstreams, monitor real-time performance dashboards, investigate deviations, and escalate when necessary to prevent broader operational impact. Working with a high degree of independence, you will leverage AI-enabled tools and structured workflows to proactively identify issues and drive resolution.. Your work will directly contribute to maintaining stable, efficient, and high-quality marketplace operations. You will report to the LiveOps Team Lead.

You're excited about this opportunity because you will…

• Support a critical operational function within DoorDash’s New Verticals business
• Work cross-functionally across multiple teams and surface areas
• Operate as an 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

Your responsibilities as part of your scope include but are not limited to the following:

• Serve as primary shift owner during assigned hours, ensuring operational stability and immediate resolution of issues.
• Proactively monitor live fulfillment metrics to identify and resolve bottlenecks before they impact our audience.
• Execute daily standard operating procedures and support new pilots to maintain quality standards.
• Engage consumers, merchants, or dashers via phone, text, or chat to resolve live order disruptions.
• Independently troubleshoot issues related to workflow execution and drive resolution end-to-end.
• Manage and resolve cross-functional escalations in partnership with relevant stakeholders.
• Act as first-line incident lead during operational disruptions, ensuring mitigation and clear communication.
• Leverage AI-enabled monitoring and automation tools to proactively identify risks and reduce manual intervention.
• Test new tools and workflows, provide structured feedback, and identify opportunities to improve efficiency.
• Partner with cross-functional teams to improve existing workflows and support implementation of new processes.Independently create and maintain documentation to support quality and operational consistency.
• Use internal tools and dashboards to proactively and reactively address operational issues.
• Demonstrate strong ownership and bias for action in maintaining operational excellence.

We're excited about you because…

• You have 3+ years of experience in dynamic, shift-based environments (e.g., e-commerce marketplaces, fulfillment, or retail management) where you are comfortable balancing multiple priorities in a fast-paced setting.
• You are comfortable working independently and taking ownership of issues until they are fully resolved.
• You make sound decisions under pressure and know when to escalate.
• You pay close attention to detail and maintain high standards in repetitive, high-volume work.
• You are proficient in spreadshe