Support Operations Training Supervisor at doordashindia | AI Job Board

Job description

About the Team

We’re looking for a Support Operations Training Supervisor to lead a team that delivers and monitors the impact of new and continuing training for employees on Hyderabad, India Support Ops and our business partners across the company.

Support Ops is a passionate org that works to provide top-notch escalated support to DoorDash Customers, Merchants, and Dashers whose deliveries have gone awry. The Training Team enables support agents to feel confident in the solutions they provide to customers through new hire and continued education. We aim to be 1% better every day!

About the Role

A strong Training Supervisor is committed and courageous, with a proven track record of leading high-achieving teams or projects. You can juggle team management, strategizing, and cross-team collaboration gracefully. You are excited about elevating and leading a team that’s a force multiplier for initiatives across the Support Ops team.

You're excited about this opportunity because you will…

Develop quality trainers with targeted Training Team goals.
Proactively identify gaps in training within Support Ops and institute targeted interventions to drive increased efficiency and quality
Apply adult learning theory, feedback, and Ops metrics to build enhanced training programs, activities
Encourage curiosity and foster a team that’s open, creative, and empowered
Leverage your knowledge of processes across the Support Ops org to suggest improvements to processes and help operations managers implement them
Use a one-team-one-fight mentality to successfully collaborate across teams, including stepping in to facilitate if needed
Develop a deep expertise in how DoorDash’s processes, systems, and resources work
Work in lock-step with instructional designers and content developers
Represent the business case, status, and impact of training initiatives in various communication channels such as weekly business reviews

We're excited about you because…

At least 1-2 years of experience as a Senior trainer or at least 2-3 years of experience in training management in customer service.
You love helping people!
You have a high bandwidth with no problem juggling multiple tasks at once
You are a sponge, absorbing the deep knowledge of subject matter experts in diverse processes across Support Ops
You are a strategic thinker who’s not interested in the status quo. You love thinking about new opportunities or process improvement potential
You are adept at using data and feedback to make clear objectives and key results
Bachelor’s degree in education, Human Resources or a relevant field
People management experience
Familiarity with training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc)
Understand and can analyze key operational metrics such as DWR, AHT, QA, and FCR.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.