About the Team

DoorDash Australia and New Zealand has built a strong reputation within the company for the confident, supportive approach to critical business matters, and always with a bias for action. We are team players, generous to our colleagues and we deeply value growing together as a team. Most of all, we are passionate about our work and what we have built as a company, and we are always looking for opportunities to get better at what we do.

About the Role

DoorDash is seeking a talented individual with experience in Trust and Safety in the tech space, to join our business and to build out a proactive and cross functional trust and safety function here at DoorDash Australia & New Zealand.  This individual will have the opportunity to collaborate with teams across the company to take measures to make sure the DoorDash platform is safe and trusted by all users.  Candidates should have a strong attention to detail, be execution oriented, have strong business acumen, superior analytical and writing skills, and should be enthusiastic, well organised, and a team player. Strong interpersonal and communication skills, the ability to operate in a fast-paced environment, and a healthy dose of humour and humility are also essential. This role will report directly to the Trust and Safety leadership team with a dotted line report into APAC Strategy & Operations team  at DoorDash and will work on both reactive and proactive trust and safety solutions.

You’re excited about this opportunity because you will…

• Develop and build a holistic gold-star Trust and Safety function at DoorDash Australia, building proactive and reactive Trust and Safety solutions to promote both online and offline trust and safety for the DoorDash platform. 
• Provide oversight for escalated requests across our safety lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face.
• Coordinate closely with global Community Response Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert.
• Be accountable for the continuous improvement of safety processes and policies, leveraging customer and team insights to drive positive and meaningful change.
• Collaborate with almost all departments to push for and implement trust and safety initiatives, including working with teams in Legal, Support, Strategy & Operations, Finance and Insurance, Product and Engineering, and PR/Comms.  
• Lead internal operational work flows, including quality assurance, analytics and reporting, research, training and development.
• Champion a culture of trust and safety within the organisation, advocating for its importance across all levels and functions
• Collaborate with law enforcement and regulatory agencies and other external partners to ensure effective crisis response and resolution.
• Work to ensure that all external and internal trust & safety related inquiries are responded to in a timely manner.
• Liaise with the Legal team to ensure processes are legally compliant and to escalate issues as needed.
• Provide assistance and guidance in escalations in relation to background checks, deactivations, incident resolutions and other issues.
• Liaise with Dasher Ops and Legal team to create Dasher Review Panels and guidelines for dasher deactivations.
• Identify operational weaknesses and help improve or innovate new processes to keep the team as efficient as possible.
• Identify opportunities for improving performance and efficiency, training content, tools and technologies.

We’re excited about you because…

• You have to be comfortable with ambiguity and rapidly changing environments. 
• You have excellent judgement with respect to coordinating with Legal and Support Teams on escalations when needed.
• You have a genuine passion for trust and safety and numerous years of experience in the space – your empathy (EQ) shows through but you also have the IQ to develop and drive towards key performance metrics around trust and safety. 
• You’re a strategic thinker that’s not interested in the status quo. You love thinking about new opportunities or process improvement potential.
• You can roll up your sleeves – while we respect if you’ve overseen and managed thousands of people below you, we need to know you can hustle and get stuff done on your own. 
• You have a positive attitude (no task is too big or too small!)
• Problem solving and creativity – direct experience in implementing and managing trust and safety at scale is a plus but we all know safety is never cookie cutter.
• You have strong organisational skills, an ability to juggle multiple projects at a time in a fast-moving, quickly-changing environment, both collaborating as a team and working independently.
• You’re an outstanding communicator, both orally and in writing with the ability to advocate for a position and build a coalition to support it, while maintaining an open-minded approach.
• You thrive on new challenges and problems and are solution oriented. 
• Bachelor’s degree required; JD/law degree, and/or experience on or with legal teams is a plus. 
• Must have experience in a Trust & Safety role, ideally in the technology space.

Why You’ll Love Working at DoorDash

• We are a technologically and data-driven business
• We are committed to our clients and connected through our vision of “Delivering Good”
• We love solving problems, thinking creatively and trying new things
• We believe in autonomy & taking initiative
• We are challenged, developed and have meaningful impact
• We take what we do seriously. We don’t take ourselves seriously
• We have a smart, experienced leadership team that wants to do it right & is open to new ideas
• We offer competitive compensation packages and comprehensive health benefits
• You will be proud to say that you work for DoorDash and will know that the work you do brings joy to our clients every day

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.