Director, Merchant Experience – Strategy & Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the support experience for merchants once they are operational on DoorDash.

• Take ownership of the strategy and implementation for serving merchants.

• Revolutionize support into a technology-driven, scalable, and seamless process.

• Enhance merchant satisfaction, retention, and loyalty.

• Develop strategies aimed at ensuring merchant success while reducing operational friction.

• Leverage data-informed decision-making and business insight to guide go-to-market strategies and execution for new initiatives.

• Collaborate cross-functionally with product, operations, marketing, sales, finance, and analytics teams.

• Implement key initiatives to improve the merchant experience.

⛳️ Requirements

• A Bachelor’s degree or higher is required.

• More than 10 years of experience in consulting, strategy, operations, banking, or technology.

• Proven experience in leading transformations in dynamic or complex settings.

• Experience in team management.

• Demonstrated ability to drive large-scale, cross-functional initiatives.

• Proactive approach with the capability to take ownership from inception to completion.

• A mindset of curiosity and innovation.

• Strong problem-solving skills utilizing first-principles thinking.

• Proficiency in analytics with the ability to extract data using SQL or perform modeling in Excel.

• Excellent persuasive communication and relationship-building abilities.

• Capacity to collaborate effectively across various 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.

• Assistance for family-forming.

• Mental health program.

• Premium healthcare.

• Wellness expense reimbursement.