Director, Merchant Experience – Strategy & Operations

DoorDash

. Lead the support experience for merchants after they are live on DoorDash .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $197,200 - $290,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading merchant support strategies and executing large-scale initiatives to enhance merchant satisfaction and retention. Proficient in data-driven decision-making, cross-functional collaboration, and fostering a tech-first support environment.

Highest-signal resume keywords

10+ Years Experience In ConsultingExperience Leading TransformationAnalytical Ability In SQLPersuasive Communication SkillsExperience Managing Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data-Driven Decision-MakingProblem-Solving Using First-Principles ThinkingModeling In ExcelDriving Large-Scale InitiativesStrategy Development

Soft Skills

Curiosity And Innovation MindsetBias For ActionRelationship-Building SkillsCollaboration Across TeamsOwnership From Start To Finish

Certifications & Qualifications

Bachelor’s Degree Or Higher

Industry Keywords

Merchant SatisfactionOperational FrictionCross-Functional InitiativesTech-First ExperienceFast-Paced Environments

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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