Support Operations Training Supervisor

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...