Job Description

Oversee a team of Marketplace Quality frontline agents, investigating and mitigating negative behavior affecting delivery quality. Responsibilities include handling sensitive investigations, representing the department on project initiatives, setting OKRs, developing strategy, and building processes to mitigate quality risk. The role requires excellent communication skills and cross-functional collaboration to ensure a high-quality and safe experience for consumers, dashers, and merchants.

Responsibilities

• Lead a team of Marketplace Quality agents
• Establish and maintain KPIs
• Manage sensitive quality incidents
• Employee engagement and development
• Build a motivated team
• Build business cases for improvements
• Identify policy/process improvements
• Correspond with external partners
• Coordinate daily workflow
• Execute short-term sprints
• Create and present impactful reporting
• Help scale the team

Requirements

• Bachelor’s degree or equivalent experience
• 2-4 years of people management experience
• 1+ year of experience in fraud, trust and safety, or risk management
• 1+ year of project management experience
• Ability to motivate a team
• Handle high-stress situations
• Results-oriented
• Comfortable in a fast-paced environment
• Process improvement skills
• Data analysis skills
• Knowledge of Salesforce, Chartio, and Excel/Google Sheets

Benefits

• No benefits