Associate Manager, Platform Innovation - Merchant Support Strategy & Operations

About the Team

The Platform Innovation team leads up the strategy, launch + scaling of DoorDash’s nascent bets for its white-label restaurants business. 

About the Role

You will report into the GM of Platform Innovation and serve as a member of our broader Commerce Platform organization. This role will lead our support / merchant success team for a new, exciting Commerce Platform project. 

As the first hire for the Merchant Support team for this product, you will play a critical role in driving both the strategic vision and operational execution of our merchant support initiatives. This role requires a combination of big-picture thinking and tactical problem-solving. You’ll be expected to develop and execute a strategic plan to ensure merchants receive high-quality support, while also managing the day-to-day operations of the merchant success function.

You’ll be responsible for leading a team, optimizing support processes, scaling systems, and aligning efforts with broader company goals. Your ability to think strategically while executing on the ground level will be key to your success in this role. This is a unique opportunity to shape and grow a key function within the company with significant potential for impact.

You’re excited about this opportunity because you will…

• Build & lead a team being built from the ground up with autonomy: This is a unique opportunity to shape and lead the Merchant Support function from its inception. As our first full-time hire in this critical area, you will have a direct impact on how we support and engage with our restaurants, defining our strategy, OKRS, processes, building out the team, and setting the foundation for a long-term, scalable function.
• Team Leadership & Development: Build and lead a high-performing Merchant Success team. Hire, train, and coach team members while fostering a collaborative and customer-centric culture. As the team grows, you’ll continue to mentor and inspire the team to meet performance goals.
• High-visibility, high-impact role: You'll be at the forefront of a fast-growing, high-visibility product. As part of a dynamic team, your contributions will directly influence our merchant experience, retention, and success. You’ll have the opportunity to work closely with leadership across the organization and help drive key company objectives in an exciting, high-growth environment.
• Get hands-on experience with early-stage technology: This is an exciting opportunity to roll up your sleeves and get into the weeds of a product that’s still in its early stages of growth. You’ll work closely with cross-functional teams, gaining deep insights into how the technology works, contributing to product improvements, and learning the intricacies of building a successful tech-driven business.
• Career growth & impact: As we continue to expand, this role offers significant room for growth. You’ll be part of a growing company where your contributions will have an outsized impact. You’ll have the chance to evolve with the business, expand your skill set, and take on new leadership opportunities as the Merchant Success function scales.
• Cross-functional Collaboration: Work closely with teams across the organization, including product managers, engineers, sales, and customer support, to align across the lifecycle of launching a product

We’re excited about you because…

• 4-7 years of experience working in a combination of a customer success, merchant support and strategy & operations, business operations or consulting. At least 2 years in a strategy & operations, business operations or consulting role is a requirement 
• 1+ years of leadership experience, with a demonstrated ability to build, manage, and develop a team while also executing operational processes.
• Strong strategic mindset with experience developing and executing against a strategy
• Operational expertise with a proven ability to optimize workflows, implement scalable systems, as well as dive deep on technical problems 
• Excellent communication skills, both written and verbal, with the ability to collaborate effectively with internal teams and engage with merchants at all levels.
• Familiarity with customer support tools (e.g., Zendesk, Salesforce, or similar)
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities with a hands-on approach.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey