About this role
About the Team
DoorDash Labs is an independent team within DoorDash. We explore robotics and automation to transform last-mile logistics in the long term. If you want to work on commercializing autonomy and robotics in a service used by millions of people — and on bringing the merchant partners who power that service along with us — then we want to talk to you!
About the Role
Come help us redefine last-mile logistics through robotics, automation, and other advanced technologies. Autonomy only works when merchants — restaurants, retailers, and other partners — can reliably interact with our robots: handing off orders, troubleshooting edge cases, and trusting the experience enough to keep using it. This role owns that side of the equation.
We're looking for a Merchant Success & Growth lead to build the strategy and operational mechanisms that get merchants onboard, keep them performing, and turn their day-to-day reality into a tight feedback loop for product and engineering.
You're excited about this opportunity because you will…
• Own merchant adoption and performance KPIs for autonomy end-to-end — defining what "successful merchant interaction with a robot" means, instrumenting it, and driving improvement against it.
• Build the playbooks and operational mechanisms to onboard merchants to autonomy — from first conversation through training, go-live, and steady-state ops — and scale them across markets.
• Partner with sales, account management, and field ops to recruit and ramp the right merchant cohorts for each stage of the product, and design experiments that test new merchant-facing features and handoff models.
• Define merchant performance benchmarks (handoff success rate, dwell time, dasher/robot interaction quality, merchant CSAT) and run the cadence that holds partners and internal teams accountable to them.
• Stand up the feedback loop from the field back to product and engineering — turning merchant complaints, edge cases, and frontline observations into prioritized inputs that change what we build next.
• Be the voice of the merchant inside Labs: advocating for their constraints in product reviews, roadmap planning, and launch decisions.
We're excited about you because…
• You have a Bachelor's degree in business, operations, or a related field, or equivalent related experience.
• You have 3–6 years of experience in Strategy & Operations, Merchant/Partner Success, Product Operations, Business Strategy, or a closely related field — ideally with time spent owning a partner-facing KPI end-to-end.
• You've built operational mechanisms from scratch — onboarding flows, performance reviews, escalation paths, feedback loops — not just run mechanisms someone else designed.
• You're comfortable in the field. You'll spend time with merchants and on-the-ground ops teams, and you treat that as a feature, not a bug.
• You think in metrics. You can define a KPI, instrument it, and tell the difference between a real signal and