Merchant Services Team Lead, New Verticals
DoorDash
About the Team
The New Verticals (NV) Pre-Launch team is part of the Merchant Services organization, focused on preparing high-quality catalog builds for new merchants before their official platform launch. Our team ensures a smooth onboarding experience by reviewing merchant data, coordinating with cross-functional (XFN) partners, and establishing clear requirements and documentation for catalog creation. We work closely with Sales, Catalog, and XFN partners to ensure data integrity, meeting standards for merchant catalog builds. Our main tools include Salesforce, JIRA, Google Sheets, and Mode.
About the Role
As a Team Lead on the Enterprise Updates team, you will oversee a team responsible for maintaining and updating merchant catalogs post-launch. This role is key to ensuring merchants have a seamless experience after onboarding, by driving timely catalog updates, managing workflows, and coordinating with cross-functional partners to resolve complex issues.
You will act as a leader and problem-solver, ensuring team members are supported, operational KPIs are met, and catalog integrity is maintained. This role reports to the Merchant Services Updates Supervisor within the New Verticals team and will play a hybrid role combining in-office and remote work.
Team Responsibilities
Process Management and Coordination:
- Oversee the post-launch catalog update process, ensuring updates meet quality standards and timelines.
- Manage workflows to prioritize and resolve catalog update requests, aligning with service level agreements (SLAs).
- Drive improvements to existing processes and workflows for efficiency and quality.
Cross-Functional Collaboration:
- Act as the main liaison between the Updates team and XFN partners, facilitating effective communication and alignment on priorities.
- Provide regular updates on catalog statuses, key metrics, and progress on merchant requests to all stakeholders.
Quality and Compliance:
- Review catalog updates for accuracy and compliance with platform standards.
- Monitor team performance to ensure that all updates are executed to the highest level of quality.
You’re excited about this opportunity because you will…
- Lead a team of motivated individuals who are focused on customer success in order to deliver on operational KPIs
- Support your team by being present and approachable, answering questions, hosting biweekly 1-on-1 and team meetings, and providing real-time feedback
- Assess and establish goals for individuals and the broader team
- Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
- Improve on existing processes and workflows
- Develop impactful projects and report on performance
- Work with other partners to ensure the success of the team
- Operate as a Subject Matter Expert by creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement
We’re excited about you because…
- You are operations-inspired and always look for ways the team can improve the quality of service
- You can manage multiple project deadlines and shifting priorities
- You have a mind and talent for process improvement
- You are able to motivate a team, set and achieve targets, and manage career growth and performance
- You have previous experience and a proficient understanding of Salesforce as well as Google Sheets
- You can build and manage teams with confidence
- You are comfortable making tough decisions that balance the trade-off between quality and quantity
- You have experience in operations, customer service, or other relevant fields
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.
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About DoorDash
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.
Our Commitment to Diversity and Inclusion
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.