About the Team

The Integrations Onboarding Team facilitates seamless experiences connecting our partners across the globe with POS or Inventory Feed system integrations during initial platform launches and transitions to new providers. As part of the Merchant Services Core Onboarding teams, we enable Merchants to reach their revenue goals faster – acting as their technical consultant, we troubleshoot issues with precision and empathy. With adept communication skills and a #one-team-one-fight work ethic, we liaise with internal stakeholders in S&O, Product, BTA/BizApps, and external provider partners in the Restaurant + New Verticals line of business, delivering efficient, quality-driven, and human onboarding experiences.

About the Role

As an Integrations Onboarding Supervisor, you will guide and support your team to provide every merchant a best-in-class integration experience during their journey with DoorDash. You will work closely with our S&O, Engineering, Product, and Onboarding teams to proactively identify ways to improve the merchant experience across every surface that we touch. As a people leader on the IO team, you will be responsible for coaching and developing a team of 20-25 team members ranging from Tech Specialists to Associate Supervisors that provide empathetic and personalized merchant experiences, fostering a customer-obsessed mentality. This includes performing root cause analysis of a diverse range of issues impacting merchant experience and team efficiency, resolving time-sensitive merchant escalations, and identifying ways to continue leveling up. This role is expected to be hybrid and is required to be in the office at least every Thursday in 2025. The core working hours are Monday through Friday 8 am - 5 pm MST. Availability to be “on call” during nights and weekends is needed to accommodate business needs.

You’re excited about this opportunity because you will…

• Foster a creative and customer-obsessed mindset across the team to resolve nuanced integration issues for merchants.
• Be the CEO of your team; hold bi-weekly 1:1s to review performance, hold monthly career conversations, as well as provide actionable feedback & coaching.
• Build a bench of strong performers across Technical Specialists and Associate Supervisor levels.
• Work cross functionally to improve POS merchant experience and onboarding processes.
• Build scalable processes throughout new applications of the Point of Sale product on our platform.
• Become an expert on your line of business and provide tailored insight into your business to diverse audiences. 
• Resolve high-visibility escalations by getting in the trenches and troubleshooting a store, jumping on a call with merchants/brands/providers; always keeping the merchant experience at the forefront.

We’re excited about you because…

• You have demonstrated a commitment to building strong team cultures where making room at the table is paramount.
• You enjoy diagnosing issues and developing creative approaches to solving challenges.
• You thrive in a fast-paced, demanding environment.
• You are detail-oriented and organized - you are able to organize content in a way that is easily digestible by a wide variety of audiences.
• You are good at prioritizing competing priorities and delegating work to your team members.
• You work well in diverse team environments and elevate your team’s voices across different initiatives.
• You love helping others achieve their goals and challenge them to become 1% better every day.
• You have +2 years of experience leading people.
• You have +2 years of experience working with Excel/Google Sheets.
• You have +2 years of experience working with Salesforce.
• You are comfortable with SQL and tools such as Mode/Sigma/Tableau/Scalyr.
• You have experience managing projects with tools like Jira.
• You are comfortable using AI in your day-to-day tasks.

 

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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