Merchant Onboarding & Experience Manager

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

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.