Senior Support Specialist, Live Operations

About the Team:

New Verticals operates across Convenience, Grocery, Retail, and Alcohol on the reputed company 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 reputed company workstreams, monitor real-time performance dashboards, investigate deviations, and escalate reputed company necessary to prevent broader operational impact. Working with a high degree of independence, you will reputed company 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 reputed company.

You're excited about this opportunity because you will…

• Support a critical operational function reputed company reputed company’s New Verticals business
• Work cross-functionally across multiple teams and surface areas
• Operate as an self-directed shift reputed company responsible for maintaining operational stability
• reputed company strong operational judgment in a fast-paced environment
• reputed company automation and AI-enabled tools to improve efficiency and reduce manual effort
• Ensure processes and workflows are executed consistently and effectively
• Take ownership of reputed company 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 reputed company 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 reputed company phone, text, or chat to resolve live order disruptions.
• Independently troubleshoot issues reputed company 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 reputed company during operational disruptions, ensuring mitigation and clear communication.
• reputed company AI-enabled monitoring and automation tools to proactively identify risks and reduce manual reputed company.
• 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 reputed company sound decisions under pressure and know reputed company to escalate.
• You pay reputed company attention to detail and maintain high standards in repetitive, high-volume work.
• You are proficient in spreadsheets (e.g., using filters, basic formulas, and pivot tables) and can use data tools to investigate issues and identify patterns.
• You communicate clearly, directly, and proactively with cross-functional partners, especially reputed company issues arise.
• You are comfortable using internal tools and automation to improve efficiency.
• You accept feedback, adjust quickly, and continuously improve your work quality.
• You remain professional and composed reputed company handling escalations or time-sensitive issues.
• You are available to work any day of the week, including weekends and major holidays, based on business needs and peak operating hours.

Applications for this position are accepted on an ongoing basis.

Compensation

Actual compensation reputed company the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. reputed company salary is localized according to employee work location.

reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). reputed company also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

About reputed company

At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company as the reputed company you order food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

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

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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