What are the responsibilities and job description for the Supervisor, MXO Merchant Sentiment position at DoorDash?
About The Team
Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and New Vertical partner on DoorDash. We guide merchants from onboarding through ongoing operations, delivering clarity, consistency, and trusted support at every step of the merchant lifecycle.
The Merchant Sentiment Specialist (MSS) team supports DoorDash’s highest-value, most sensitive merchant relationships. This team focuses on complex, high-impact issues that directly influence long-term trust, retention, and partnership health. As DoorDash continues to scale and evolve, MSS plays a critical role in moving the merchant experience from reactive support to proactive, white-glove partnership.
About The Role
As a Supervisor, Merchant Sentiment Specialist, you will lead a team of Merchant Sentiment Specialists (MSS) responsible for supporting DoorDash’s premium and high-sensitivity merchant partners. Your primary focus will be people leadership, performance management, and quality oversight, ensuring your team delivers empathetic, accurate, and high-impact support in moments that matter most to merchants.
Reporting to the Manager, you will own team health and performance, coach Specialists through complex judgment calls and escalations, and partner cross-functionally to resolve systemic issues impacting merchant sentiment. This role requires strong leadership presence, sound decision-making, and the ability to balance empathy with operational rigor in an evolving environment.
You’re Excited About This Opportunity Because You Will…
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.
Statement of Non-Discrimination: 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.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We used 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 provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144.
Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and New Vertical partner on DoorDash. We guide merchants from onboarding through ongoing operations, delivering clarity, consistency, and trusted support at every step of the merchant lifecycle.
The Merchant Sentiment Specialist (MSS) team supports DoorDash’s highest-value, most sensitive merchant relationships. This team focuses on complex, high-impact issues that directly influence long-term trust, retention, and partnership health. As DoorDash continues to scale and evolve, MSS plays a critical role in moving the merchant experience from reactive support to proactive, white-glove partnership.
About The Role
As a Supervisor, Merchant Sentiment Specialist, you will lead a team of Merchant Sentiment Specialists (MSS) responsible for supporting DoorDash’s premium and high-sensitivity merchant partners. Your primary focus will be people leadership, performance management, and quality oversight, ensuring your team delivers empathetic, accurate, and high-impact support in moments that matter most to merchants.
Reporting to the Manager, you will own team health and performance, coach Specialists through complex judgment calls and escalations, and partner cross-functionally to resolve systemic issues impacting merchant sentiment. This role requires strong leadership presence, sound decision-making, and the ability to balance empathy with operational rigor in an evolving environment.
You’re Excited About This Opportunity Because You Will…
- Lead, coach, and develop a team of Merchant Sentiment Specialists through regular 1:1s, performance feedback, and career development conversations
- Lead a team delivering a proactive, white-glove merchant experience, anticipating needs rather than reacting to issues.
- Own team performance against quality, sentiment, and operational metrics, ensuring alignment with departmental goals and expectations.
- Create performance improvement and career development plans for each member of your team.
- Operate confidently in ambiguous situations, defining problems and action plans without waiting for prescriptive direction.
- Drive Specialists in navigating escalations and high-impact merchant issues, ensuring thoughtful resolution and clear communication - looking for early sentiment signals and upstream risks, reducing escalations before they happen.
- Foster a culture of empathy, accountability, and continuous improvement within a relationship-driven support environment.
- Partner closely with cross-functional teams (Sales, Account Owners, Operations, Product, etc.) to drive coordinated solutions for merchant issues.
- Identify trends in merchant sentiment, escalations, and workflows, and escalate insights to leadership with clear recommendations.
- Drive change management as tools, processes, and expectations evolve within a growing premium support program.
- Support onboarding and ongoing training to ensure Specialists are equipped to handle complex cases confidently and consistently.
- Contribute to pilots, new workflows, and process improvements aimed at improving merchant experience and team effectiveness.
- You have 3 years of people management or supervisory experience, ideally in operations, support, or customer experience environments.
- You’ve led teams in proactive, white-glove support models, not just reactive issue resolution.
- You are a people-first leader who builds trust, psychological safety, and accountability.
- You demonstrate strong judgment and can coach through ambiguity and high-emotion situations when clear playbooks don’t exist.
- You thrive in fast-paced, evolving environments and help teams stay grounded through change.
- You bring end-to-end ownership — when something lands with you, you see it through to full resolution.
- You are comfortable using AI tools to investigate data, identify trends, and improve execution for yourself and your team.
- You actively seek ways to simplify work and reduce manual effort, enabling focus on complex, high-judgment cases.
- You are highly organized and data-informed, able to track performance, identify trends, and prioritize effectively.
- You communicate clearly and collaborate effectively with frontline teams and cross-functional stakeholders.
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.
Statement of Non-Discrimination: 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.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We used 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 provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144.