Merchant Onboarding & Experience Lead

DoorDash; New York (NY); On-site; USD 105,000 - 155,000; Full time

Job summary

DoorDash for Business is seeking an Associate Manager, Merchant Onboarding and Experience to design and own the end-to-end onboarding journey for merchants. You will map workflows, identify bottlenecks, and redesign processes to speed live launches with fewer handoffs and clearer ownership.

You will define the ideal onboarding experience, standardize communications and time-to-live, and ensure post-launch health through data-driven improvements.

Qualifications

• 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.
• 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.

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.
• Build the operating rhythm for onboarding—SLAs, stage definitions, playbooks, exception handling, and quality checks.
• 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.
• Identify manual, repetitive steps and replace them with better workflows, tooling, and AI-assisted processes.

Skills

Merchant operations

Onboarding

Customer success

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in Business/Operations/Economics

Tools

SQL

Excel

Salesforce

Job description

DoorDash for Business is seeking an Associate Manager, Merchant Onboarding and Experience to design and own the end-to-end onboarding journey for merchants. You will map workflows, identify bottlenecks, and redesign processes to speed live launches with fewer handoffs and clearer ownership.

You will define the ideal onboarding experience, standardize communications and time-to-live, and ensure post-launch health through data-driven improvements.