Vendor Ops Manager, Merchant Services (New Verticals)

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless onboarding, product catalog, and photo experience. As DoorDash grows both in scale and scope of offering, the strength of our Merchant Services engine must grow with it.

As a Vendor Operations Manager for New Verticals, you will manage service delivery of operational processes run by our global BPO network who provide critical support to the New Verticals Launch & Expansions teams. You will work highly cross-functionally to develop and transition new and existing workflows to vendor teams, and establish new ways to ensure high-calibur work is being returned. You will partner with senior leadership to drive the strategic vision behind developing an efficient and quality-first onboarding and support experience for New Verticals merchants in the Retail, Grocery, and Alcohol space.

This role is for someone who loves leading teams, defining a strategic vision and turning it into reality, obsesses over operational details, and drives effective cross-functional communication and accountability – all with a great deal of care for the merchant journey from end to end. In this role, you will have at least 1-2 direct reports at the Project Manager level, and will oversee 2-4 BPO teams at a global scale. You will report to the Senior Manager of Global Vendor Operations. As of 2024, we expect this role to be hybrid, with some time in-office and some time remote. Some additional travel may be required.

• Lead multiple large-scale initiatives focused on performing vital quality assurance checks on work completed by a vast network of internal and external teams.
• Use data to drive accountability for partners and high quality experiences for DoorDash merchants.
• Foster relationships and strong feedback loops with external partners around the world.
• Build trust with internal partners, and leverage your excellent stakeholder management skills to get buy-in, manage expectations, find creative solutions, and deliver high quality results.
• Collaborate with Product, Engineering, Operations, Strategy, and Sales to ensure all cross-functional parties are consistently calibrated and are prioritizing the most critical levers aimed at improving quality of execution for New Verticals merchants.
• Be an expert on all elements that make a high-quality catalog, and provide strategic recommendations across numerous teams and to leaders at all levels.
• Ensure your teams have the resources, communication, and structure necessary to excel against productivity and quality goals.
• Turn audit data into meaningful, actionable feedback, trend analysis, and insight.

• You have 3+ years of experience in technology, business operations, business strategy, or customer experience/support
• You have 2+ years experience working with BPO and/or SAAS vendors
• You have a 4-year degree in business, economics, or other relevant area
• You identify scalable solutions across the business
• You take quick actions to achieve business objectives
• You enjoy working with data, and aim to dive to the lowest level of detail to understand and solve new problems
• You have experience leading people, directly and indirectly, to a common, shared goal
• You have excellent, clear, and concise written & verbal communication skills
• You have a proven track record of taking “red” teams to “green”, and standing up new processes/teams

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

The location-specific base salary range for this position is listed below.  Compensation in other geographies may vary.

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.  For roles that are available to be filled remotely, base salary is localized according to employee work location.  Please discuss your intended work location with your recruiter for more information.

DoorDash cares about you and your overall well-being, and that’s why we offer a comprehensive benefits package, for full-time employees, that includes healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays, among others.

In addition to base salary, the compensation package for this role also includes opportunities for equity grants.