Associate Manager, New Verticals Merchant Onboarding, Experience & Support

About the Team

Today, DoorDash empowers over 500,000 local businesses (“merchants”) by connecting them to customers. On the New Verticals Merchant S&O Team, we’re building the easiest, most profitable way for merchants to grow. We aim to sign up every New Verticals merchant, onboard them instantly, represent their brand and products fully, ensure every interaction with DoorDash is seamless, and drive them consistent profitable growth.  

About the Role

We’re looking for an Associate Manager, New Verticals Merchant Onboarding, Experience & Support to shape the vision and execution of DoorDash’s merchant integrated onboarding and support experience. In this role, you’ll ensure merchants connect their POS or inventory management systems seamlessly to the DoorDash marketplace — and that when issues arise, they are resolved quickly, transparently, and at scale.

You will own the scaling and optimization of Self-Serve Integration Onboarding (SSIO), and also for defining how DoorDash transitions POS and inventory providers (Px) from legacy, manual onboarding flows into a unified, self-serve model. You will design the operating frameworks that allow us to support hybrid onboarding states, including providers that serve both NV and Rx, while ensuring consistent merchant experiences, clear internal ownership, and scalable systems. You will define how DoorDash transitions POS and inventory providers from legacy, manual onboarding flows into a unified, self-serve model — while also building the support systems, training, tooling, and accountability mechanisms necessary to sustain high-quality merchant experiences.

Additionally, you’ll be responsible for optimizing the end-to-end support experience for New Verticals merchants and providers. This includes defining SLAs, building reporting infrastructure, operationalizing workflows, and ensuring that inbound merchant issues across all support channels (phone, email, tickets, etc.) are resolved in a timely and measurable way.

This role sits at the intersection of product strategy, platform operations, and support excellence, requiring strong judgment, systems thinking, and the ability to lead through ambiguity.

You’re Excited About this Opportunity because you will…

• Own, develop & scale the end-to-end New Verticals integrated onboarding and support experience
• Partner closely and align cross-functionally across Product, Engineering, Sales, Merchant Ops, Support, Analytics, and external providers
• Translate complex product and technical requirements into scalable workflows, tooling, playbooks, and training
• Build and operationalize clear SLAs with robust reporting, accountability, and backlog visibility
• Define and drive the integrated onboarding strategy across self-serve, hybrid, and manual flows
• Lead Product Operations for SSIO from MVP to scale, ensuring launch readiness and long-term success
• Equip and enable XFN teams with the tools, documentation, and access needed to resolve issues efficiently
• Define, track, and optimize onboarding and support metrics to drive continuous improvement
• Identify and solve systemic gaps, edge cases, and failure modes to reduce manual effort and operational risk
• Deliver game-changing impact on merchant integration and support experiences

We’re Excited About you because you have…

• 5+ years of experience in consulting, strategy, product management, product operations, systems transformation, business analysis, or a related field
• Bias for action and agility – you move quickly and thrive in a fast-paced environment. No job is beneath you and you lead from the front. 
• Proven ability to create clear and efficient processes in complex and ambiguous problem spaces, and you can articulate that vision to cross-functional partners (while also holding them accountable) 
• Experience defining and operationalizing SLAs, building reporting dashboards, and driving accountability across cross-functional teams
• Strong AI fluency, with the ability to leverage AI tools and automation to improve workflows, enhance support operations, drive efficiency, and identify scalable solutions across onboarding and merchant experience processes
• Strong understanding of customer or merchant support operations, including workflow design, escalation management, training enablement, and OKR development
• Proven ability to connect dots across technical & non-technical teams
• Strong analytical skills and experience using SQL, Excel, or BI tools to build reporting frameworks and derive insights
• You are an owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to shape the vision and direction of the company
• Exceptional communication skills, with the ability to translate complex ideas into clear, compelling narratives—written, verbal, and visual
• Strong business acumen—assessing risks, opportunities, and trade-offs to support short-term needs and long-term goals
• A bachelors’ degree

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

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.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

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.

To learn more about our benefits, visit our careers page here.

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.

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.

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.

If you need any accommodations, please inform your recruiting contact upon initial connection.