Manager - Merchant Experience Strategy & Operations

You will play a critical role in driving both the strategic vision and operational execution of our merchant support initiatives. This role requires a combination of big-picture thinking and tactical problem-solving. You'll be expected to develop and execute a strategic plan to ensure merchants receive high-quality support, while also managing the day-to-day operations of the merchant success function.

You'll be responsible for leading a team, optimizing support processes, scaling systems, and aligning efforts with broader company goals. Your ability to think strategically while executing on the ground level will be key to your success in this role. This is a unique opportunity to shape and grow a key function within the company with significant potential for impact.

You're excited about this opportunity because you will...

• Lead a nascent team with autonomy: This is a unique opportunity to shape and lead the Commerce Platform Merchant Experience team from its inception. You will have a direct impact on how we support and engage with our restaurants, defining our strategy, OKRS, processes, scaling the team, and setting the foundation for a long-term, scalable function.
• Team Leadership & Development: Build and lead a high-performing Merchant Success team. Hire, train, and coach team members while fostering a collaborative and customer-centric culture. As the team grows, you'll continue to mentor and inspire the team to meet performance goals.
• High-visibility, high-impact role: You'll be at the forefront of a fast-growing, high-visibility portfolio of product. As part of a dynamic team, your contributions will directly influence our merchant experience, retention, and success. You'll have the opportunity to work closely with leadership across the organization and help drive key company objectives in an exciting, high-growth environment.
• Career growth & impact: As we continue to expand, this role offers significant room for growth. You'll be part of a growing company where your contributions will have an outsized impact. You'll have the chance to evolve with the business, expand your skill set, and take on new leadership opportunities as the Merchant Success function scales.
• Cross-functional Collaboration: Work closely with teams across the organization, including product managers, engineers, sales, and customer support, to align across the lifecycle of launching a product

We're excited about you because...

• 6-8 years of experience working in a combination of a customer success, merchant support and strategy & operations, business operations or consulting. At least 2 years in a strategy & operations, business operations or consulting role is a requirement
• 1+ years of leadership experience, with a demonstrated ability to build, manage, and develop a team while also executing operational processes.
• Strong strategic mindset with experience developing and executing against a strategy
• Operational expertise with a proven ability to optimize workflows, implement scalable systems, as well as dive deep on technical problems
• Excellent communication skills, both written and verbal, with the ability to collaborate effectively with internal teams and engage with merchants at all levels.
• Familiarity with customer support tools (e.g., Zendesk, Salesforce, or similar)
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities with a hands-on approach.

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

Compensation

The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee's work location.Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That's why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act) (for salaried roles: flexible 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), 16 weeks of paid parental leave, a wellness benefit, and a commuter benefit match.

Additionally, for full-time employees, DoorDash 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.

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$136,000-$200,000 USD

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 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 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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, 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 ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. 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 connection.