[Hiring] Director, Merchant Experience - Strategy & Operations @DoorDash USA

Role Description

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.

Qualifications

• 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.

Requirements

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

Benefits

• Comprehensive benefits package to all regular employees.
• 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.
• Medical, dental, and vision benefits.
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance.
• Mental health program.
• Flexible paid time off/vacation for salaried roles, plus 80 hours of paid sick time per year.
• Vacation accrued for hourly roles at about 1 hour for every 25.97 hours worked.
• Paid sick time accrued at 1 hour for every 30 hours worked.