[Hiring] Associate, Strategy & Operations, Merchant Onboarding & Experience @DoorDash USA

Role Description

The SMB Onboarding Strategy & Operations (S&O) role focuses on improving the end-to-end onboarding experience for small and medium-sized merchants by identifying process inefficiencies, building visibility tools, and driving scalable solutions across cross-functional teams. This role acts as the single-threaded owner for SMB onboarding, ensuring merchants are launched quickly, accurately, and with minimal friction through data-driven insights, process automation, and clear ownership alignment.

Key Responsibilities

• Process Visibility & SLA Tracking: Build dashboards to monitor true onboarding timelines, identify delays, and surface insights to inform process and tooling improvements.
• Root Causing Blocked Cases: Develop a shared tracker for blocked cases, analyze trends, and work with cross-functional partners to resolve issues and implement sustainable fixes.
• Integrations Enablement: Design and refine onboarding workflows for new integration types (e.g., Shopify), and establish scalable processes as SMB Retail expands in 2026.
• Product & Tooling Guidance: Translate workflow gaps into actionable product requirements for systems like SFDC, and advocate for automation that reduces manual work.
• Cross-Functional Collaboration: Partner with MXO, GTMT, IA, Sales, and Product to ensure end-to-end alignment on onboarding priorities and execution.
• Data & Insights: Create and maintain onboarding performance dashboards to measure success and track progress toward SLAs and OKRs.

Qualifications

• 2+ years of experience in a fast-paced environment, where you’ve built and optimized processes from the ground up.
• Proficient in SQL and comfortable using data to uncover insights, measure impact, and inform operational or strategic decisions.
• Thrive in dynamic, fast-moving environments, adapting quickly while maintaining a high bar for execution and detail.
• Strong cross-functional collaborator.
• Known for your ability to “herd cats” — driving accountability, clarifying ownership, and keeping complex projects on track amid competing priorities.
• Possess a strategic and analytical mindset, able to diagnose root causes and translate findings into actionable, scalable solutions.
• Exceptional communication and stakeholder management skills, capable of influencing without authority across seniority levels and functions.
• Systems- and process-oriented, with a knack for identifying inefficiencies and translating workflow pain points into clear product or tooling requirements.
• Impact-driven, motivated by improving merchant experiences and accelerating business outcomes through operational excellence.
• Energized by ambiguity, eager to define structure, build visibility, and create sustainable frameworks that set the foundation for long-term success.

Requirements

• Position expected to be filled by 10-17-2026.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and 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 and a mental health program.