Associate, Strategy & Operations, Merchant Onboarding & Experience

About the Team

The New Vertical Onboarding Strategy & Operations team drives a fast, seamless onboarding experience for merchants across the SMB segments. We collaborate closely with cross-functional partners to enhance visibility, streamline workflows, and reduce onboarding friction through scalable process and product improvements. Our mission is to ensure every merchant launches smoothly and efficiently, powered by data-driven insights and strong operational alignment.

About the Role

The SMB Onboarding Strategy & Operations (S&O) role focuses on improving the end-to-end onboarding experience for small and medium-sized merchants by identifying process inefficiencies, building visibility tools, and driving scalable solutions across cross-functional teams. This role acts as the single-threaded owner for SMB onboarding, ensuring merchants are launched quickly, accurately, and with minimal friction through data-driven insights, process automation, and clear ownership alignment.

Key Responsibilities

• Process Visibility & SLA Tracking: Build dashboards to monitor true onboarding timelines, identify delays, and surface insights to inform process and tooling improvements.

• Root Causing Blocked Cases: Develop a shared tracker for blocked cases, analyze trends, and work with cross-functional partners to resolve issues and implement sustainable fixes.

• Integrations Enablement: Design and refine onboarding workflows for new integration types (e.g., Shopify), and establish scalable processes as SMB Retail expands in 2027.

• Product & Tooling Guidance: Translate workflow gaps into actionable product requirements for systems like SFDC, and advocate for automation that reduces manual work.

• Cross-Functional Collaboration: Partner with MXO, GTMT, IA, Sales, and Product to ensure end-to-end alignment on onboarding priorities and execution.

• Data & Insights: Create and maintain onboarding performance dashboards to measure success and track progress toward SLAs and OKRs.

You will report into the Manager of the Onboarding S&O pod on our Merchant Onboarding & Experience S&O team in our New Verticals Business Development organization.

You’re excited about this opportunity because you will…

• Drive meaningful impact by transforming how SMB merchants onboard — reducing friction, accelerating launch timelines, and improving the overall merchant experience.

• Shape strategy and process from the ground up, building visibility tools, performance metrics, and scalable workflows that become the foundation for SMB onboarding excellence.

• Collaborate cross-functionally with Product, Sales, Ops, and GTMT to design solutions that balance speed, quality, and automation across the onboarding journey.

• Own high-visibility problem areas, using data to identify blockers and lead systemic, cross-team improvements that directly impact business growth.

• Be at the forefront of innovation, helping define the future of merchant onboarding as new integrations, verticals, and tooling capabilities are unlocked in 2027 and beyond

We’re excited about you because…

• You have 2+ years of experience in a fast-paced environment, where you’ve built and optimized processes from the ground up.

• You’re proficient in SQL and comfortable using data to uncover insights, measure impact, and inform operational or strategic decisions.

• You thrive in dynamic, fast-moving environments, adapting quickly while maintaining a high bar for execution and detail.

• You’re a strong cross-functional collaborator.

• You’re known for your ability to “herd cats” — driving accountability, clarifying ownership, and keeping complex projects on track amid competing priorities.

• You possess a strategic and analytical mindset, able to diagnose root causes and translate findings into actionable, scalable solutions.

• You have exceptional communication and stakeholder management skills, capable of influencing without authority across seniority levels and functions.

• You’re systems- and process-oriented, with a knack for identifying inefficiencies and translating workflow pain points into clear product or tooling requirements.

• You’re impact-driven, motivated by improving merchant experiences and accelerating business outcomes through operational excellence.

• You’re energized by ambiguity, eager to define structure, build visibility, and create sustainable frameworks that set the foundation for long-term success.

Compensation

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

The company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). The company also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here .

See below for paid time off details

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.

• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.

$74,800 — $110,000 USD

About the company

At the company, 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.

The company 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 the company. 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 Regarding Use of AI and Automated Tools: To streamline our hiring process, the company utilizes an automated recruitment tool called Metaview.

How it works:  Metaview assists our recruiting team by evaluating job related qualifications and characteristics in connection with hiring. The tool is designed and used to support - rather than replace - human decision-making; trained personnel make final decisions with meaningful human review and oversight, and the company does not use Metaview or other AI-enabled tool  in a manner that has the effect of subjecting applicants or employees to discrimination based on any protected characteristic or proxy or for engaging in any protected activity under applicable law.

Data Retention, Privacy & Bias Audit: Data collected during this process is retained in accordance with our Candidate Privacy Policy [link for members] and applicable state laws. In compliance with New York City Local Law 144, the independent bias audit summary for Metaview is publicly available for review at [link for members] .