Director, Merchant Experience - Strategy & Operations

About the Team

On the Merchant Strategy & Operations team, our mission is to have best-in-class restaurant selection for Consumers and build products and services for our Merchants to grow their businesses profitably on DoorDash. We work on problems ranging from acquiring and onboarding new merchants to building a positive experience and solving pain points for existing merchants, to growing their sales through new products and services.

About the Role

As a Merchant Strategy & Operations Director at DoorDash, you will lead the support experience for our merchants, owning both the strategy & execution of how we serve them once they’re live on the platform. You’ll be responsible for transforming support into a tech-first, scalable, and seamless experience that drives merchant satisfaction, retention & loyalty.

You're excited about this opportunity because you will…

Strategize – Build the strategy for helping merchants succeed once they’re live on DoorDash by providing fast and seamless solutions when merchants face issues, minimizing operational friction

Experiment, Analyze and Implement – Use data-driven decision-making and sound business judgment to drive go-to-market & execution for new initiatives to help merchants have the best experience on Doordash

Influence – Work cross-functionally with our product, operations, marketing, sales, finance, and analytics teams to land key initiatives

You have a Bachelor’s degree or higher

You bring 10+ years of experience in consulting, strategy, operations, banking, technology, with time spent leading transformation in fast-paced or complex environments

You have experience managing teams and driving large-scale, cross-functional initiatives

You have a bias for action, are energized by ambiguity, and take ownership from start to finish

You’re naturally curious – You always look for ways to innovate and improve

You’re a problem solver – You approach problems from first principles and thoughtfully challenge the status quo

You’re analytical – You rely on data to guide decisions, and are comfortable pulling your own data in SQL or modeling in Excel.

You’re persuasive and a relationship-builder – You communicate clearly and effectively, adapting your style to collaborate and build alignment across teams and levels.

We expect this position to be filled by 12/16/2026

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.