Associate, Strategy & Operations, Merchant Onboarding & Experience

DoorDash USA • Chicago, NY

7d

About The Position

The SMB Onboarding Strategy & Operations (S&O) role focuses on improving the end-to-end onboarding experience for small and medium-sized merchants by identifying process inefficiencies, building visibility tools, and driving scalable solutions across cross-functional teams. This role acts as the single-threaded owner for SMB onboarding, ensuring merchants are launched quickly, accurately, and with minimal friction through data-driven insights, process automation, and clear ownership alignment.

Requirements

• You have 2+ years of experience in a fast-paced environment, where you’ve built and optimized processes from the ground up.
• You’re proficient in SQL and comfortable using data to uncover insights, measure impact, and inform operational or strategic decisions.
• You thrive in dynamic, fast-moving environments, adapting quickly while maintaining a high bar for execution and detail.
• You’re a strong cross-functional collaborator.
• You’re known for your ability to “herd cats” — driving accountability, clarifying ownership, and keeping complex projects on track amid competing priorities.
• You possess a strategic and analytical mindset, able to diagnose root causes and translate findings into actionable, scalable solutions.
• You have exceptional communication and stakeholder management skills, capable of influencing without authority across seniority levels and functions.
• You’re systems- and process-oriented, with a knack for identifying inefficiencies and translating workflow pain points into clear product or tooling requirements.
• You’re impact-driven, motivated by improving merchant experiences and accelerating business outcomes through operational excellence.
• You’re energized by ambiguity, eager to define structure, build visibility, and create sustainable frameworks that set the foundation for long-term success.
• Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities.

Responsibilities

• Process Visibility & SLA Tracking: Build dashboards to monitor true onboarding timelines, identify delays, and surface insights to inform process and tooling improvements.
• Root Causing Blocked Cases: Develop a shared tracker for blocked cases, analyze trends, and work with cross-functional partners to resolve issues and implement sustainable fixes.
• Integrations Enablement: Design and refine onboarding workflows for new integration types (e.g., Shopify), and establish scalable processes as SMB Retail expands in 2026.
• Product & Tooling Guidance: Translate workflow gaps into actionable product requirements for systems like SFDC, and advocate for automation that reduces manual work.
• Cross-Functional Collaboration: Partner with MXO, GTMT, IA, Sales, and Product to ensure end-to-end alignment on onboarding priorities and execution.
• Data & Insights: Create and maintain onboarding performance dashboards to measure success and track progress toward SLAs and OKRs.

Benefits

• 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, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act).
• DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
• For salaried roles: flexible paid time off/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).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees