This is a Operations Manager - Merchant Experience role with Doordash based in Melbourne, VIC, AU Doordash Role Seniority - mid level More about the Operations Manager - Merchant Experience role at Doordash 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 Operations Manager 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. You’ll be excited about this opportunity because you will… 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.” We’re excited about you because… 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. About DoorDash 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 users—from 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. 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. If you need any accommodations, please inform your recruiting contact upon initial connection. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Doordash team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading and developing teams Driving operational excellence Elevating customer experience Key Strengths Customer experience management Leadership and coaching Data analysis Project management Cross-functional collaboration ⚙️ Process optimization Why Doordash is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Doordash not with Hatch.
