Supervisor, MXO Global Advocate Supervisor at DoorDash

DoorDash is revolutionizing food delivery and local commerce. Join our mission to grow and connect communities!

Key Responsibilities

• Lead and develop a team of 15–18 Global Advocates through weekly 1:1s, coaching, and performance management
• Set and manage KPIs, aligning team results with broader OKRs and quality standards
• Oversee daily workflows, allocate resources to meet SLAs, and drive operational efficiency
• Run pilot programs and lead process improvements to scale and enhance team operations
• Identify gaps in policies, processes, or products and escalate insights to drive improvements
• Manage complex escalations and ensure issues are resolved end-to-end with accuracy and empathy
• Build strong cross-functional partnerships to support smooth change management and shared goals
• Contribute to organization-wide initiatives and help shape long-term team strategy
• Develop deep expertise in DoorDash systems and use it to drive better outcomes for merchants and frontline teams

Required Qualifications

• 4+ years of experience in operations, customer support, or a related field, including 2+ years of people leadership with a strong track record of developing teams and driving performance
• Motivating, results-oriented leader who sets clear targets, manages career growth, and builds strong, inclusive team cultures
• Use data to influence decisions, evaluate impact, and guide your team toward measurable outcomes
• Highly organized, detail-oriented, and able to prioritize and delegate effectively in fast-paced, evolving environments
• Enjoy diagnosing issues, finding creative solutions, and taking ownership of improving policies, processes, and team outputs
• Anticipate operational issues, proactively recommend solutions, and partner cross-functionally to ensure smooth, defect-free workflows
• Thrive in large, diverse operational or customer support organizations and adapt quickly to changing business needs
• Consistently look for opportunities to uplevel the team, the merchant experience, and the quality of our support

Key Skills

• Strong communicators
• Problem-solvers
• People leadership
• Data analysis
• Skilled in Salesforce, Google Sheets/Excel, and Sigma
• Experience with SQL or similar query tools (preferred)
• Highly organized
• Detail-oriented
• Prioritize and delegate effectively
• Diagnosing issues

Preferred Qualifications

• Skilled in Salesforce, Google Sheets/Excel, and Sigma, with the ability to analyze data, and ideally, experience with SQL or similar query tools

DoorDash Benefits

• Premium healthcare
• Wellness expense reimbursement
• Paid parental leave

Job Summary

About the Team

Merchant Experience Operations (MXO) shapes the end-to-end experience for every restaurant and retail partner on DoorDash—removing friction, resolving issues quickly, and giving merchants the clarity and tools they need to operate confidently.

The Merchant Global Advocate Team is an escalation point for complex or unresolved merchant issues. As a Global Advocate Supervisor, you’ll lead a team that provides high-touch, expert support to merchants and partners across our global BPO network. Your team will own cases end-to-end—diagnosing root causes, coordinating cross-functionally, and delivering fast, accurate, and complete resolutions.

You’ll reinforce quality standards, coach for consistent issue resolution, and surface insights that help eliminate repeat p...

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