Manager, Merchant Sentiment

About the Team

DoorDash Support doesn't stop at solving live order issues. The Merchant Sentiment team at DoorDash serves as a single-contact for Merchant partners enrolled in this program - providing white-glove, personalized service, and support. Our mission is to build trust, increase merchant satisfaction while promoting advocacy, and long-term partners. We are looking for someone technically inclined, creative, and empathetic to lead our Merchant Sentiment Team.

About the Role

As a Manager on our Merchant Sentiment Operations team, you will oversee the day-to-day operations and long-term success of your Merchant Sentiment team. We're looking for someone with people management experience, who is solution focused, and has a natural capacity to effectively manage groups of people to achieve collective goals. Our best Managers are team first, manage change and have experience guiding and motivating people at all levels across a variety of responsibilities. 

As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving. The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, immediate problem-solving, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of the office.

In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

You’re excited about this opportunity because you will…

• Lead, coach and develop a team of 5+ people leaders
• Strategize by designing, building and executing process improvement projects to drive operational efficiencies and improve the customer experience
• Partner cross-functionally with Support and business stakeholders to build a best-in-class operation
• Oversee the performance metrics (Productivity, Time to Resolution, Escalation Rate, QA, Retention, etc.) of your team and operate at the lowest level of detail to understand and influence outcomes

We’re excited about you because…

• You have 1+ years of people management experience leading people leaders (managing leaders with direct reports)
• You want to lead the outcome and positively shape our most important metrics. You have experience leading projects, hitting goals, and succeeding in a team environment (1+ years of consulting, start-up and project management experience)
• You're persistent in achieving goals and will do what is needed to ensure things are successful
• You can easily operate in an ever-evolving and changing work environment
• You can translate high-level goals into applicable plans using technical knowledge and data (must be comfortable navigating and summarizing large datasets in Excel to surface insights)

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