Operations Manager - Merchant Experience

About the Team

At DoorDash, we're building a world-class Operations team to support our rapidly growing Australian market. As we scale, we're looking for an OperationsManager to lead the charge in delivering exceptional service to our customers, merchants, and Dashers. You'll be at the forefront of operational excellence and play a critical role in developing our team and driving performance in a high-growth environment.

About the Role

We're looking for an experienced, people-first operator to lead our Merchant Experience Operation team in Australia. You'll oversee a group of customer experience consultants, coaching for performance, and continuously improving processes to deliver a best-in-class support experience.

At DoorDash, we're customer-obsessed-everything we do starts with making life better for the people we serve. This is your opportunity to build and lead a team that embodies that obsession, working cross-functionally to drive both excellent outcomes and operational efficiency.

• Lead, coach, and develop: Set your team up for success through strong onboarding, performance coaching, and career development.
• Drive operational excellence: Manage day-to-day operations including workforce planning, schedule optimization, timecard approvals, and maintaining/updating SOPs.
• Elevate the customer experience: Collaborate with cross-functional partners to ensure every customer interaction reflects our high standards and values. Provide your team with the resources and context they need to delight customers at every touchpoint.
• Continuously improve: Use data to analyze team performance, identify trends, and implement scalable solutions. Champion a mindset of constant iteration and being "1% better every day."

• You bring 8+ years of experience in Customer Experience, Operations, or related roles in fast-paced, service-focused environments.
• You have proven leadership experience, having coached and developed high-performing teams and guided individuals through career growth.
• You're deeply collaborative and team-oriented, while also confident as an individual contributor when needed.
• You're analytically strong-you enjoy working with data, have intermediate to advanced Excel skills, and can translate insights into action.
• You're humble, principled, and people-first. You lead with fairness, empathy, and integrity.