The New Verticals Implementation Team is at the forefront of building DoorDash’s next big business. We play a critical role in establishing and strengthening the relationship between DoorDash and our merchant partners. From onboarding to implementation and successful launch, we ensure a smooth and impactful launch for merchants joining the platform.
About the RoleWe’re looking for an Implementation Team Lead to oversee our U.S.-based Implementation Associate team supporting New Vertical SMB merchants. This role is central to guiding the full merchant journey—from late-stage sales through onboarding, go-live, and post-launch. As a people-first leader, you’ll focus on empowering your team through ongoing coaching, performance management, and process improvement.
Reporting to the Head of Implementation for our New Verticals team, you will support 6-10 Implementation Associates, facilitate growth through regular 1:1s, and collaborate cross-functionally to enhance the merchant experience.
You’ll work in a hybrid environment—primarily remote, with opportunities for in-person collaboration through training, offsites, and team-building events—while having direct access to the resources and mentorship needed to grow your career.
You’re excited about this opportunity because you will… Drive team performance by aligning daily execution with OKRs and broader departmental goals. Lead initiatives to streamline and scale operations, improving efficiency and impact. Oversee and execute pilot programs to test and implement new strategies within the team. Champion a seamless merchant experience by ensuring consistent, high-quality onboarding and support. Partner cross-functionally with Pre-Sales and Merchant Services to address unique cases and optimize workflows. We’re excited about you because… You have 3+ years of people management or supervisor experience and demonstrated leadership. You have 5+ years of experience in customer success, account management, onboarding, or other related fields. You have demonstrated a commitment to building team cultures where making room at the table is paramount. Experience maintaining an organized and up-to-date pipeline of opportunities, and you can organize content in a way that is easily digestible. Experience with detailed operational flows and data analysis.
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