About the Team
The Vendor Operations team, part of Merchant Services, is responsible for overseeing the day-to-day operations and performance of our offshore vendor partners. These vendors play a critical role in supporting internal teams by delivering high-quality solutions across core process flows, strategic initiatives, merchant outreach, and other special projects. We ensure vendor work meets our quality standards and service level agreements, enabling smooth and scalable operations.
Within Vendor Operations, the New Verticals cohort focuses on onboarding non-restaurant merchants as DoorDash expands into new retail categories. This team partners with a mix of offshore BPOs and SaaS (technical) vendors to fulfill internal requests, contributing to cross-functional OKRs and fueling growth across the org. Given the high reliance on vendor output, we consistently track performance, address quality gaps, and adapt to the fast-changing needs of a scaling business.
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About the Role
As a Project Supervisor within Merchant Services, this role is a key part of the Vendor Operations team supporting our New Verticals workstreams. You will be responsible for overseeing vendor quality performance across critical metrics such as First Pass Accuracy (FPA), P0 Attributes, and other quality-related key results. As the primary owner of the Feedback and Rework dashboards, you'll track issues from intake through resolution and partner closely with vendors to drive accountability and improvement.
You'll serve as the DRI for onboarding quality and SLA tracking, deep dives on vendor performance, and upkeep of nuanced and complex processes. You'll collaborate cross-functionally with teams like Vendor Audit, Operations, Strategy & Ops, and Product to surface trends, align on calibrations, and communicate updates that impact vendor success.
This role goes beyond execution-you'll be expected to make strategic recommendations based on your insights and reporting, advocate for continuous process improvements, and identify opportunities to improve quality, efficiency, and scalability. The ideal candidate is detail-oriented, quick on their feet, an excellent communicator, and a natural relationship builder with a knack for solving ambiguous problems in a dynamic environment.
You're excited about this opportunity because you will...
- Become a subject matter expert on all New Verticals operations performed by vendors
- Act as the primary point of contact for external vendors supporting catalog build, ensuring alignment and smooth execution
- Build strong cross-functional relationships and serve as a trusted partner to both internal and external stakeholders
- Provide strategic recommendations and identify opportunities for continuous improvement across quality and operations
- Lead vendor onboarding tracking, performance deep dives, and maintain accuracy of complex or evolving processes
- Drive process and change management initiatives, including updates to documentation and communication to vendors
- Oversee and execute pilot projects to test and scale new strategies
- Align team performance with OKRs and departmental goals, maintaining a results-driven focus
- Support broader org-wide initiatives that contribute to company-wide success
- Manage timelines effectively and proactively communicate progress, blockers, and key outcomes to leadership
We're excited about you because you have...
- 3-5 years of experience in operations, vendor management, or program management-preferably in a fast-paced, high-growth environment
- Experience working directly with external vendors, including both offshore BPOs and SaaS/technical vendors
- A strong understanding of quality management processes, KPIs, and root cause analysis
- Exceptional organization and time management skills with a track record of meeting deadlines and managing multiple priorities
- Comfort with ambiguity and the ability to adapt quickly to changing priorities or business needs
- Experience building or maintaining dashboards and reports (e.g., in Google Sheets, Excel, or BI tools)
- Moderate Google Sheets experience at minimum with a desire to learn more.
- Moderate experience is defined here as experience in utilizing/writing the following functions: Conditional formatting, Formula writing (IF, VLOOKUP, ARRAY, etc.) pivot tables, data validation, and import ranges.
- Clear and confident written and verbal communication skills, including comfort speaking in cross-functional or vendor-facing meetings
- A proactive and collaborative approach-someone who takes ownership and drives projects forward independently
- A knack for identifying inefficiencies and recommending process improvements
- Familiarity with catalog, content management, or similar operational workflows is a plus
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.