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

DoorDash•San Francisco, NY

5d•Remote

About The Position

The Associate Manager, Merchant Onboarding and Experience on the DoorDash for Business team will own the process by which merchants join their programs and their experience throughout this journey. This role is responsible for the design and quality of the onboarding process, aiming to make it faster, clearer, and consistently excellent. Responsibilities span strategic elements like mapping the onboarding journey and setting the operating model, to operational tasks such as diagnosing drop-offs, improving handoffs, creating playbooks, and leveraging data and automation to reduce friction. The role requires a systems mindset, viewing process improvements as opportunities for redesign and merchant feedback as valuable signals. The position reports 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, including mapping workflows, diagnosing bottlenecks, and implementing changes that improved conversion, cycle time, or customer/merchant experience.
Excellent communication and presentation skills, with the ability to translate operational reality into clear stories for various stakeholders.
Strong problem-solving skills and a systems mindset.
Comfort in ambiguity, a default to ownership, and ability to work between strategy and detailed execution.
Ability to thrive in a fast-paced and dynamic environment, and a track record of driving cross-functional initiatives and achieving goals.
Comfort with data: ability to extract insights from operational trackers, dashboards, and datasets to drive action.
SQL experience is required.
Excel proficiency.
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.
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.

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 for faster merchant activation with fewer drop-offs and clearer ownership.
Define and uphold standards for a great onboarding experience, including communication, expectations, time-to-live, and setup quality.
Close the loop from merchant feedback and escalations back into the process.
Build the operating rhythm for onboarding, including SLAs, stage definitions, playbooks, exception handling, and quality checks.
Make the onboarding funnel measurable and visible to identify merchant stalling points and reasons.
Collaborate with Sales, Account Management, Operations, Product, Support, Menu, and Partnerships to align on onboarding requirements, reduce back-and-forth, and support decision-making.
Analyze onboarding funnels, cycle times, drop-off rates, rework, and post-launch health to identify high-leverage fixes.
Translate operational data into actionable recommendations for leadership.
Track the impact of process changes on merchant experience and time-to-value.
Identify and replace manual, repetitive, or poorly instrumented onboarding steps with better workflows, tooling, and AI-assisted processes.
Build systems that automate and improve the onboarding process.