Sr. Merchant Success Manager for Drive

About the Role

As a Sr. Merchant Success Manager for Drive, you will help develop growth plans and spearhead the day-to-day execution for a portfolio of Franchise Groups / Brands. The role will involve a blend of data analysis, operational insights, and relationship management. You will report into a Manager on our US Franchise Sales - Restaurants team within our Enterprise organization.

You’re excited about this opportunity because you will…

Strategize Vision:

• Engage Franchisees in growth strategy conversations (i.e., augmenting stores on Drive, increasing Drive utilization, growing net profitability, etc)
• Strategically introduce and execute on Drive white label growth opportunities to broaden partnership depth and increase partner revenue streams

Relationship Management:

• Develop & foster partner relationships with Franchise C-suite as well as strategy and operations leads to provide a best-in-class partnership
• Conduct Business Reviews with Key Franchise decision makers as needed to deepen relationship, review performance, and develop forward-looking strategies
• Determine the needs and wants of Franchisees, prioritize them by impact on the business, and work to co-create solutions

Operational Excellence:

• Serve as the primary point of contact for all issues and be accountable for their resolution
• Drive forward Drive-related operational improvement with your Franchisees to ensure that together we are delivering the best experience for their store operators and customers
• Leverage playbooks, tools and internal resources to ensure Franchisees receive a high-quality experience on DoorDash, working to resolve any roadblocks and achieve operational efficiency
• Work cross-functionally with our Drive team to ensure Franchisees have the best possible experience when using DoorDash Drive. This influences the overall product roadmap, making us better each day

We’re excited about you because…

• You love working directly with clients, you create and maintain long-term relationships
• You are a problem solver at core, with a strong bias for action
• You are organized and love details
• You like rolling up your sleeves as much as you like the big picture
• You’re comfortable with a fast pace; we move quick and are defining an entire industry
• You have grit and perseverance; you're inspired by a challenge and push yourself to keep going when others back away
• You have high standards and a bias toward action; you hold a high bar from your contributions and those of the people you work with

Qualifications

• 3-5+ years of experience in consulting, client success, account management, or sales
• Proven success working in cross-functional teams (e.g., with product, marketing, and operations) to build creative solutions
• Expert communication and interpersonal skills
• Bachelor’s degree required

Nice To Haves

• High growth or early-stage startup experience
• Experience with marketplaces, operations, logistics or unit economics
• Proficiency in one or more analytics & visualization tools (e.g., Sigma, Tableau, Excel)
• Knowledge of CRM software (e.g., Salesforce)