Associate Manager, Merchant Onboarding and Experience on the DoorDash for Business

DoorDash USA•San Francisco, CA

6d•$105,400 - $155,000•Remote

About The Position

As Associate Manager, Merchant Onboarding and Experience on the DoorDash for Business team, you will own how merchants get onto our programs and how they feel while they do it. You will be the lead for onboarding process design, execution quality, and merchant experience—turning a complex, multi-step journey into something that is faster, clearer, and consistently excellent. Your responsibilities will range from strategic (mapping the end-to-end onboarding journey, setting the operating model, and aligning Product, Ops, Sales, and Support on what “great” looks like) to operational (diagnosing drop-off, tightening handoffs, building playbooks, and using data and automation to remove friction). You will bring a systems mindset: every broken step is a process to redesign, every merchant complaint is a signal, and every manual workaround is a candidate for a better workflow. You will report into the DoorDash for Business Merchant Experience team.

Requirements

4–6+ years of experience in merchant/partner operations, onboarding, customer or merchant success, marketplace operations, or a similar role at a high-growth marketplace, logistics, or SaaS company.
A bachelor’s degree in Business, Operations, Economics, or a related field.
Proven experience owning an operational process end-to-end—mapping workflows, diagnosing bottlenecks, and shipping changes that improved conversion, cycle time, or customer/merchant experience.
Excellent communication and presentation skills, with the ability to translate messy operational reality into a clear story for merchants, operators, and executives.
Strong problem-solving skills and a systems mindset. You are comfortable in ambiguity, you default to ownership, and you can move between strategy and the details of how work actually gets done.
An ability to thrive in a fast-paced and dynamic environment, and a track record of driving cross-functional initiatives, hitting goals, and succeeding when many teams have to change how they work.
Comfort with data: you can pull insights from operational trackers, dashboards, and messy datasets and turn them into action. SQL experience is required, along with Excel; Salesforce or similar CRM experience is a plus.
Proven user and explorer of AI tooling to drive efficiency and improved processes.
Experience mapping complex operational workflows, diagnosing data gaps, and architecting AI-driven solutions end-to-end—from process discovery through prototype to production deployment. Experience building in AI tooling (e.g., Claude, ChatGPT, etc.) and shipping real automation that eliminates manual work, closes visibility gaps, and accelerates decision-making. You think in systems, not features. You treat every broken process as a build opportunity and every data gap as a use case waiting to be deployed. This is not an AI-curious role; this is an AI-native operating environment where you are expected to build, test, and iterate continuously

Nice To Haves

Experience at a top-tier consulting firm is a plus.
Salesforce or similar CRM experience is a plus.

Responsibilities

Own the end-to-end merchant onboarding journey—from first intake through go-live. Map the current-state workflow, identify bottlenecks and failure points, and redesign the process so merchants get live faster with fewer drop-offs, fewer handoffs, and clearer ownership at every step.
Define what a great onboarding experience looks like and hold the organization to it. Set the standard for communication, expectations, time-to-live, and quality of setup so merchants feel guided, not managed. Close the loop from merchant feedback and escalations back into the process.
Build the operating rhythm for onboarding—SLAs, stage definitions, playbooks, exception handling, and quality checks. Make the funnel measurable and visible so the team can see where merchants stall and why.
Work closely with Sales, Account Management, Operations, Product, Support, Menu, and Partnerships to drive alignment on onboarding requirements, reduce back-and-forth, and support better decision-making. You are the connective tissue across teams that touch the merchant during launch.
Analyze onboarding funnels, cycle times, drop-off, rework, and post-launch health to find the highest-leverage fixes. Turn messy operational data into recommendations leadership can act on. Track whether process changes actually improve merchant experience and time-to-value.
Identify manual, repetitive, or poorly instrumented steps in onboarding and replace them with better workflows, tooling, and AI-assisted processes. You will not just document the process—you will help build the systems that make it run.