Drive Strategic Support Partner, MXO Drive Operations

Drive Strategic Support Partner, MXO Drive Operations

The Drive Operations Team is the backbone of our Drive partnerships, supporting activation, merchant support, and daily operations for both internal and external stakeholders. From onboarding merchants to resolving providing top tier merchant support, we deliver precise, fast, and scalable support in a high-growth environment. We're detail-obsessed, tech-forward, and committed to cultivating a best-in-class service culture that centers on operational excellence and continuous improvement.

About the Role

The Drive Strategic Support Partner is essential to ensuring seamless onboarding, efficient operations, and reliable support for businesses across multiple food service brands. The role involves close collaboration with Sales & Operations (S&O), Accounting, Engineering, Franchise Executives, and Middleware Providers. By partnering across these functions, this team helps drive operational excellence throughout the business network.

You're Excited About This Opportunity Because You Will

• Partner with Engineering and Middleware teams to resolve technical blockers.
• Lead deep dives into issues (e.g., credit holds, order failures, unifications, and incorrect fees).
• Guide Account Owners and Drive partners on onboarding processes and tooling
• Lead onboarding efforts for new stores across various brands
• Act as a knowledge resource for internal systems (Merchant Portal, Drive, Salesforce, Nintex, Retool, etc.).Maintain up-to-date documentation and one-pagers for internal and external use
• Provide regular reporting to internal stakeholders, franchisees, and brand partners
• Engage with cross-functional teams including S&O, Accounting, AR, Engineering, Franchise Partners, and Drive Partners
• Act as brand liaison for specific Drive partners
• Contribute to a culture of ownership, excellence, and continuous feedback that reflects a best-in-class service standard

We're Excited About You Because

• Proven track record of gathering and analyzing data to uncover insights to help drive informed decisions
• You leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners to ensure a defect-free onboarding
• A minimum of 3 years of operations or customer service experience, demonstrating effective ownership
• Proficiency in using Google Suite or similar software, including data creation and management in Google Sheets
• Experience with SQL or similar query languages to search internal databases
• 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
• Proven track record of supporting customers and helping them achieve targets
• Prior experience managing a book of business
• Proficiency in Salesforce and Google Sheets with a strong understanding of data analytics
• Demonstrated ability to adapt and thrive in a constantly evolving, fast-paced environment

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 usersfrom 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.

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.