Merchant Journey Operations Manager – Onboarding

Merchant Journey Operations Manager – Onboarding & Launch About the Team Our Merchant Experience Ops team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows both in scale and scope of offering, the strength of our merchant services engine must grow with it. About the Role As a Manager of our Onboarding & Activations team, you will play a multifaceted role that combines team leadership, strategic planning, and project management. You’ll lead the daily operations of the team responsible for our end-to-end merchant onboarding & activations experience. You will lead complex projects across the Merchant organization, working with our Sales, Product, and Strategy & Operations teams. You will help guide and implement strategies to enhance the onboarding experience for our merchants, work on challenging problems, and you'll set goals to track the success of the team. This role is for someone who loves leading a team, obsesses about operational details, and cares about the merchant journey from end-to-end. Reporting to a Senior Manager of Merchant Experience Ops, you will actively contribute to enhancing operational efficiency, and championing the vision of our organization. You're excited about this opportunity because you will… Lead an outstanding merchant onboarding & activations team, ensuring a high-quality activation experience for our merchants. Use data to iterate and improve the experience. Lead high priority projects. Be resilient & adaptable in a fast and ever-changing environment. Define and set team OKRs, KPIs, and goals, ensuring alignment with Merchant Services objectives. Influence the future state of operations, driving strategies for scale and automation to optimize workflows. Collaborate with business partners and other cross-functional teams, influencing workstreams that support our organization’s goals. Play a pivotal role in shaping strategies to achieve Merchant Services’ and DoorDash's "BHAGs" by providing valuable insights and guidance. Lead and oversee org-wide initiatives to contribute to their success and impact. Provide mentorship to future leaders within your team, supporting their growth and development. Conduct weekly 1:1s with Supervisors and monthly skip-level meetings with Team Leads to provide guidance and coaching. We’re excited about you because… A strong track record of team leadership and mentorship, with a minimum of 5 years of people management experience. Proven experience in setting and achieving objectives and goals within a team or department. Proficiency in strategic planning, project management, and influencing operational improvements Proficiency in Salesforce and Google Sheets with a strong understanding of data analytics. Ability to drive change management initiatives and execute future state plans effectively. Excellent collaboration and communication skills to work effectively with cross-functional teams and departments. Why You Should Join Us Opportunity to lead and mentor a team, fostering leadership development and growth. Involvement in shaping future state operations, influencing strategies for scale, and driving automation initiatives. Collaboration with cross-functional teams to achieve DoorDash's business objectives and big bets. Leadership of organization-wide initiatives that make a meaningful impact. A dynamic and fast-paced work environment, where personal and professional growth are encouraged. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. If you need any accommodations, please inform your recruiting contact upon initial connection. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey About DoorDash At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks. #J-18808-Ljbffr