Associate Manager, Strategy & Operations, Merchant Onboarding & Experience

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 operation