Director, Merchant Experience – Strategy & Operations
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Job Description
Merchant experience director transforming DoorDash’s technology-driven support for restaurant merchants. Leading scalable strategy, analytics, and cross-functional initiatives to improve satisfaction, retention, and loyalty.
Responsibilities:
- Lead the support experience for merchants after they are live on DoorDash
- Own the strategy and execution for serving merchants
- Transform support into a tech-first, scalable, seamless experience
- Drive merchant satisfaction, retention, and loyalty
- Build strategy for helping merchants succeed and minimizing operational friction
- Use data-driven decision-making and business judgment to drive go-to-market and execution for new initiatives
- Work cross-functionally with product, operations, marketing, sales, finance, and analytics teams
- Land key merchant experience initiatives
Requirements:
- Bachelor’s degree or higher
- 10+ years of experience in consulting, strategy, operations, banking, or technology
- Experience leading transformation in fast-paced or complex environments
- Experience managing teams
- Experience driving large-scale, cross-functional initiatives
- Bias for action and ability to take ownership from start to finish
- Curiosity and innovation mindset
- Problem-solving using first-principles thinking
- Analytical ability and comfort pulling data in SQL or modeling in Excel
- Persuasive communication and relationship-building skills
- Ability to collaborate across teams and levels
Benefits:
- Equity grants
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Flexible paid time off/vacation
- Paid sick leave; 80 hours per year for salaried roles
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- Mental health program
- Premium healthcare
- Wellness expense reimbursement
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