Supervisor, MXO Merchant Sentiment Specialist

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.

As a Supervisor, Merchant Sentiment Specialist, you will lead a team of 15-17 Merchant Sentiment Specialists (MSS) spanning our Enterprise, Mid-Market, SMB, and Vendor Book cohorts. Your primary focus is people leadership, performance management, and quality oversight across the full team - with a deliberate depth difference by cohort: you’ll personally coach the Enterprise cohort through complex, high-sensitivity judgment calls and own their escalations directly, while partnering closely with the team’s Subject Matter Expert (SME) - who owns day-to-day product-knowledge coaching and escalations for the Mid-Market, SMB, and Vendor Book cohorts - to keep the broader team’s operational performance on track.

Reporting to the Manager, you will own 1:1s, performance, and PIPs for the full team; coach Specialists through complex judgment calls and escalations - personally for Enterprise, in partnership with the SME for the rest; and partner cross-functionally to resolve systemic issues impacting merchant sentiment. This role requires strong leadership presence, sound decision-making, and the ability to run both high-touch relationship coaching and wider-span operational management well - balancing empathy with operational rigor in an evolving environment.

Lead, coach, and develop a team of 15-17 Merchant Sentiment Specialists through regular 1:1s, own performance feedback, and career development conversations Lead the team’s highest-sensitivity Enterprise cohort with a proactive, white-glove approach - anticipating needs rather than reacting to issues - while ensuring the broader team meets strong operational and quality standards

• Partner closely with the team’s product Subject Matter Expert, who helps coach Mid-Market, SMB, and Vendor Book Specialists on product knowledge and case handling - ensuring coaching depth lands where it’s needed most, without duplicating effort.
• Personally coach Enterprise Specialists through escalations and high-impact merchant issues, looking for early sentiment signals and upstream risks; for the broader team, partner with the SME on escalation trends and coach through performance, rather than case detail.

Own team performance against quality, sentiment, and operational metrics, ensuring alignment with departmental goals and expectations.Operate confidently in ambiguity, defining problems, prioritising action, and moving work forward without waiting for prescriptive directionFoster 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 to merchant issues and surface opportunities to improve the merchant experience.Identify trends in merchant sentiment, escalations, and workflows, turning insights into clear recommendations for leadership and action for the team.Drive change management as tools, processes, and expectations evolve within a growing premium support program.Contribute to pilots, new workflows, and process improvements that improve merchant experience, operation effectiveness, and team performance. 

• You have 3+ years of people management or supervisory experience, ideally in operations, support, or customer experience environments.
• You’re a people-first leader who builds trust, psychological safety, and accountability, while flexing between high-touch coaching and metrics-driven team management.
• You’ve led teams in proactive, white-glove support models, anticipating needs rather than simply reacting to issues.
• You demonstrate strong judgment and end-to-end ownership, confidently navigating ambiguity and high-emotion situations, and issues without clear playbooks.
• You thrive in fast-paced, evolving environments, helping teams stay grounded and effective through change.
• You’re highly organized and data-informed, using performance data and trends to prioritise, make decisions, and improve team outcomes.
• You’re comfortable using AI and other tools to investigate data, simplify workflows, reduce manual effort, and improve execution - creating more capacity for complex, high-judgement work.
• You’re a clear, effective communicator and collaborator, able to build strong relationships with frontline teams and cross-functional stakeholders.