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About the Role

As Associate Manager, Merchant Onboarding and Experience on the DoorDash for Business team, you will own how merchants get onto our programs and how they feel while they do it. You will be the lead for onboarding process design, execution quality, and merchant experience—turning a complex, multi-step journey into something that is faster, clearer, and consistently excellent. Your responsibilities will range from strategic (mapping the end-to-end onboarding journey, setting the operating model, and aligning Product, Ops, Sales, and Support on what “great” looks like) to operational (diagnosing drop-off, tightening handoffs, building playbooks, and using data and automation to remove friction). You will bring a systems mindset: every broken step is a process to redesign, every merchant complaint is a signal, and every manual workaround is a candidate for a better workflow. You will report into the DoorDash for Business Merchant Experience team.

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 so merchants get live faster with fewer drop-offs, fewer handoffs, and clearer ownership at every step.
Define what a great onboarding experience looks like and hold the organization to it.
Set the standard for communication, expectations, time-to-live, and quality of setup so merchants feel guided, not managed.
Close the loop from merchant feedback and escalations back into the process.
Build the operating rhythm for onboarding—SLAs, stage definitions, playbooks, exception handling, and quality checks.
Make the funnel measurable and visible so the team can see where merchants stall and why.
Work closely with Sales, Account Management, Operations, Product, Support, Menu, and Partnerships to drive alignment on onboarding requirements, reduce back-and-forth, and support better decision-making.
Analyze onboarding funnels, cycle times, drop-off, rework, and post-launch health to find the highest-leverage fixes.
Turn messy operational data into recommendations leadership can act on.
Track whether process changes actually improve merchant experience and time-to-value.
Identify manual, repetitive, or poorly instrumented steps in onboarding and replace them with better workflows, tooling, and AI-assisted processes.
Build the systems that make the process run.

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.
Experience at a top-tier consulting firm is a plus.
Proven experience owning an operational process end-to-end—mapping workflows, diagnosing bottlenecks, and shipping changes that improved conversion, cycle time, or customer/merchant experience.
Excellent communication and presentation skills, with the ability to translate messy operational reality into a clear story for merchants, operators, and executives.
Strong problem-solving skills and a systems mindset.
Comfort in ambiguity, default to ownership, and ability to move between strategy and the details of how work actually gets done.
Ability to thrive in a fast-paced and dynamic environment.
Track record of driving cross-functional initiatives, hitting goals, and succeeding when many teams have to change how they work.
Comfort with data: ability to pull insights from operational trackers, dashboards, and messy datasets and turn them into action.
Experience mapping complex operational workflows, diagnosing data gaps, and architecting AI-driven solutions end-to-end—from process discovery through prototype to production deployment.
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.
Think in systems, not features.
Treat every broken process as a build opportunity and every data gap as a use case waiting to be deployed.

Skills

SQL
Excel
Salesforce or similar CRM experience is a plus
AI tooling
AI-driven solutions

Location

United States
Illinois
Colorado
Remote

Work Type

Full-time

Experience Level

4-6+ years

Education Level

Bachelor’s degree in Business, Operations, Economics, or a related field.

Salary/Compensations

$105,400—$155,000 USD

Benefits

Equity grants
401(k) plan with employer matching
16 weeks of paid parental leave
Wellness benefits
Commuter benefits match
Paid time off
Paid sick leave
Medical benefits
Dental benefits
Vision benefits
11 paid holidays
Disability and basic life insurance
Family-forming assistance
Mental health program
Flexible paid time off/vacation (for salaried roles)
80 hours of paid sick time per year (for salaried roles)

About the Company

DoorDash for Business is building the premier corporate dining and benefits platform—helping companies of all sizes feed their teams through industry-leading products and meal programs.
Our mission is to become the go-to solution for executives, administrators, and employees who need seamless, high-quality food programs at work.
We move fast, operate with an ownership mindset, and are growing new product lines to better serve our corporate customers.
Merchant success is core to that mission. When merchants have a clear, fast, and high-quality path from interest to live, our products work better for everyone—customers, Dashers, and the merchants themselves.
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Equal Opportunity

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.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.