Director, Merchant Experience - Strategy & Operations
About The Position
As a Merchant Strategy & Operations Director at DoorDash, you will lead the support experience for merchants and own the strategy and execution of how DoorDash serves them once they are live on the platform. You will transform merchant support into a tech-first, scalable, and seamless experience that drives merchant satisfaction, retention, and loyalty. The Merchant Strategy & Operations team aims to provide consumers with best-in-class restaurant selection and to build products and services that help merchants grow their businesses profitably. Its work spans acquiring and onboarding merchants, improving the experience and solving pain points for existing merchants, and growing merchant sales through new products and services.
Requirements
- Bachelor’s degree or higher.
- 10 or more years of experience in consulting, strategy, operations, banking, or technology, including time leading transformation in fast-paced or complex environments.
- Experience managing teams and driving large-scale, cross-functional initiatives.
- Bias for action, comfort with ambiguity, and ability to take ownership from start to finish.
- Curiosity and an interest in innovating and improving.
- Problem-solving ability, including approaching problems from first principles and thoughtfully challenging the status quo.
- Analytical skills, including using data to guide decisions and comfort pulling data in SQL or modeling in Excel.
- Clear and effective communication and relationship-building skills, with the ability to adapt communication style and build alignment across teams and levels.
Responsibilities
- Build the strategy for helping merchants succeed once they are live on DoorDash, providing fast and seamless solutions when they face issues and minimizing operational friction.
- Use data-driven decision-making and business judgment to drive go-to-market and execution for new initiatives that improve the merchant experience.
- Work cross-functionally with product, operations, marketing, sales, finance, and analytics teams to deliver key initiatives.
- Lead the strategy and execution of merchant support and transform it into a tech-first, scalable, and seamless experience.
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off and paid sick leave
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- Mental health program
- Equity grants
- Wellness expense reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Director
