Associate Manager, Merchant Onboarding and Experience, DoorDash for Business

DoorDash; San Francisco (CA); On-site; USD 105,000 - 155,000; Full time

Job summary

DoorDash for Business seeks an Associate Manager, Merchant Onboarding and Experience to own the end-to-end onboarding journey and merchant experience. You will redesign the process to go-live faster with fewer handoffs and clearer ownership.

Collaborate across Sales, Account Management, Operations, Product, Support, Menu, and Partnerships to align requirements, reduce friction, and enable data-driven improvements.

Qualifications

• 4–6+ years in merchant/partner operations, onboarding, customer or merchant success, marketplace operations, or similar in a high-growth marketplace, logistics, or SaaS.
• Bachelor’s degree in Business, Operations, Economics, or related field.
• Proven experience owning an operational process end-to-end—mapping workflows, diagnosing bottlenecks, and shipping changes that improved conversion, cycle time, or merchant experience.
• Excellent communication and presentation skills, translating messy operational reality into a clear story.
• Strong problem-solving skills with a systems mindset and comfort with ambiguity.
• Ability to thrive in a fast-paced, dynamic environment and drive cross-functional initiatives.

Responsibilities

• Own the end-to-end merchant onboarding journey—from intake through go-live.
• Define onboarding experience standards and ensure timely, high-quality setup.
• Build operating rhythm with SLAs, stage definitions, playbooks, and quality checks.
• Collaborate with Sales, Account Management, Operations, Product, Support, Menu, and Partnerships.
• Analyze onboarding funnels, cycle times, drop-offs, and post-launch health to identify fixes.
• Identify manual steps and replace with better workflows and AI-assisted processes.

Skills

Communication

Problem-solving

Cross-functional collaboration

Data-driven

AI tooling experience

Education

Bachelor's degree

Tools

SQL

Excel

Salesforce

Job description

About The Team

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.

About The Team

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.

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.

You’re excited about this opportunity because you will be driving…

Onboarding Process Ownership

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.

Merchant Experience

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.

Operational Excellence

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.

Cross-Functional Collaboration

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. You are the connective tissue across teams that touch the merchant during launch.

Data, Insights, and Continuous Improvement

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.

Automation and Tooling

Identify manual, repetitive, or poorly instrumented steps in onboarding and replace them with better workflows, tooling, and AI-assisted processes. You will not just document the process—you will help build the systems that make it run.

We’re Excited About You Because You Have…

• 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.
• A bachelor’s degree in Business, Operations, Economics, or a related field.
• 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. You are comfortable in ambiguity, you default to ownership, and you can move between strategy and the details of how work actually gets done.
• An ability to thrive in a fast-paced and dynamic environment, and a track record of driving cross-functional initiatives, hitting goals, and succeeding when many teams have to change how they work.
• Comfort with data: you can pull insights from operational trackers, dashboards, and messy datasets and turn them into action. SQL experience is required, along with Excel; Salesforce or similar CRM experience is a plus.
• Proven user and explorer of AI tooling to drive efficiency and improved processes.
• 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. You think in systems, not features. You treat every broken process as a build opportunity and every data gap as a use case waiting to be deployed. This is not an AI-curious role; this is an AI-native operating environment where you are expected to build, test, and iterate continuously

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

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.

See Below For Paid Time Off Details

• 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).

The national base pay range for this position within the United States, including Illinois and Colorado.

$105,400—$155,000 USD

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 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.

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.

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.