Associate, Strategy & Operations, Merchant Onboarding & Experience

DoorDash USA

2d•$74,800 - $110,000

About The Position

The New Vertical Onboarding Strategy & Operations team drives a fast, seamless onboarding experience for merchants across SMB segments. It works with cross-functional partners to improve visibility, streamline workflows, and reduce friction through scalable process and product improvements. The team’s mission is to help every merchant launch smoothly and efficiently through data-driven insights and strong operational alignment. The SMB Onboarding Strategy & Operations role improves the end-to-end onboarding experience for small and medium-sized merchants. The Associate identifies process inefficiencies, builds visibility tools, and drives scalable solutions across teams. As the single-threaded owner for SMB onboarding, the role helps merchants launch quickly and accurately with minimal friction through data-driven insights, process automation, and clear ownership alignment. The position reports to the Manager of the Onboarding S&O pod on the Merchant Onboarding & Experience S&O team within the New Verticals Business Development organization. The role is expected to be filled by October 17, 2026. The listed national base salary range is $74,800–$110,000 USD, with actual compensation determined by factors including skills, relevant experience, and work location.

Requirements

At least 2 years of experience in a fast-paced environment, including building and optimizing processes from the ground up.
Proficiency in SQL and comfort using data to uncover insights, measure impact, and inform operational or strategic decisions.
Ability to adapt quickly in dynamic, fast-moving environments while maintaining high standards for execution and detail.
Strong cross-functional collaboration skills.
Ability to drive accountability, clarify ownership, and keep complex projects on track amid competing priorities.
Strategic and analytical mindset, with the ability to diagnose root causes and translate findings into actionable, scalable solutions.
Exceptional communication and stakeholder management skills, including the ability to influence without authority across seniority levels and functions.
Systems- and process-oriented approach, with the ability to identify inefficiencies and translate workflow pain points into clear product or tooling requirements.
Impact-driven approach and motivation to improve merchant experiences and business outcomes through operational excellence.
Comfort with ambiguity and eagerness to define structure, build visibility, and create sustainable frameworks.

Responsibilities

Build dashboards to monitor onboarding timelines, identify delays, and surface insights that inform process and tooling improvements.
Develop a shared tracker for blocked cases, analyze trends, and work with cross-functional partners to resolve issues and implement sustainable fixes.
Design and refine onboarding workflows for new integration types, such as Shopify, and establish scalable processes as SMB Retail expands in 2026.
Translate workflow gaps into actionable product requirements for systems such as SFDC, and advocate for automation that reduces manual work.
Partner with MXO, GTMT, IA, Sales, and Product to align on onboarding priorities and execution.
Create and maintain onboarding performance dashboards to measure success and track progress toward SLAs and OKRs.
Use data to identify blockers and lead systemic, cross-team improvements.
Build visibility tools, performance metrics, and scalable workflows to improve SMB merchant onboarding.