Associate, Strategy & Operations, Merchant Onboarding, Experience
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Job Description
Strategy & Operations Associate improving DoorDash’s SMB merchant onboarding through dashboards, SQL, workflow design, and automation. Partnering cross-functionally to reduce friction and accelerate merchant launches.
Responsibilities:
- Build dashboards to monitor onboarding timelines, identify delays, and surface insights for process and tooling improvements
- Develop a shared tracker for blocked cases, analyze trends, resolve issues with cross-functional partners, and implement sustainable fixes
- Design and refine onboarding workflows for new integration types such as Shopify
- Establish scalable onboarding processes as SMB Retail expands
- Translate workflow gaps into actionable product requirements for systems such as SFDC
- Advocate for automation to reduce manual work
- Partner with MXO, GTMT, IA, Sales, and Product on onboarding priorities and execution
- Create and maintain onboarding performance dashboards to measure success and track progress toward SLAs and OKRs
- Act as the single-threaded owner for SMB onboarding
- Ensure merchants launch quickly, accurately, and with minimal friction
- Report to the Manager of the Onboarding S&O pod on the Merchant Onboarding & Experience S&O team in the New Verticals Business Development organization
- Drive improvements that reduce friction, accelerate launch timelines, and improve the merchant experience
- Own high-visibility problem areas and lead systemic, cross-team improvements
Requirements:
- 2+ years of experience in a fast-paced environment
- Experience building and optimizing processes from the ground up
- Proficiency in SQL
- Ability to use data to uncover insights, measure impact, and inform operational or strategic decisions
- Ability to adapt quickly while maintaining a high bar for execution and detail
- Strong cross-functional collaboration skills
- Ability to drive accountability, clarify ownership, and keep complex projects on track
- Strategic and analytical mindset
- Ability to diagnose root causes and translate findings into actionable, scalable solutions
- Exceptional communication and stakeholder management skills
- Ability to influence without authority across seniority levels and functions
- Systems- and process-oriented approach
- Ability to translate workflow pain points into clear product or tooling requirements
- Impact-driven approach to improving merchant experiences and accelerating business outcomes
- Comfortable working with ambiguity and defining structure
- Education is optional
Benefits:
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability insurance
- Basic life insurance
- Family-forming assistance
- Mental health program
- Flexible paid time off/vacation for salaried roles
- 80 hours of paid sick time per year for salaried roles
- Wellness expense reimbursement
- Premium healthcare
- Comprehensive benefits package
- Opportunity to share unique perspectives, solve new challenges, and own careers
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