About this role
About the Team
In Inside Account Management (IAM) we drive DoorDash market share and restaurant revenue growth for our SMB merchants. We prioritize merchant retention, growth strategy, and product adoption to gain new levels of success for DoorDash and our restaurant partners. Via an inside account management model, our team leverages products, optimizations, and engagement strategies to procure long-term merchant growth. We are at the forefront of integrating AI tools and automation into our workflows to unlock new levels of team productivity and merchant impact. The IAM team is approximately 60 strong, primarily based in Phoenix with additional team members in Chicago.
About the Role
We’re looking for a Director, Inside Account Management who will lead our nationwide IAM organization within the SMB Post Sales team. You will report to our Senior Director in the Merchant Management organization, driving merchant retention and growth strategy for the inside segment. You will oversee a team of approximately 60—including Senior Managers, Team Leads, and Success Managers—who own books of business spanning thousands of high-value SMB merchants.
You will develop our strategic advantage: deepening partnerships and increasing product portfolio adoption across our SMB merchant base. You will set the vision for how the team operates, improve the way we work, and accelerate our people plans. A critical part of this role is championing AI tools and technology to accelerate productivity, improve merchant insights, and scale our ability to serve thousands of merchants with greater speed and precision. You will work cross-functionally with Merchant Operations, Strategy & Ops, Sales Operations, Product, Marketing, Analytics, and Finance to influence the merchant experience and achieve revenue goals.
This role can sit anywhere in the US but requires monthly travel to our Phoenix and Chicago offices.
You’re excited about this opportunity because you will…
- Lead & Build: Manage an organization of Senior Managers, Team Managers, and Success Managers focused on growing merchant relationships across every US region. Set the bar for performance standards, coach your leaders, and regularly engage with merchants to understand pain points and create system-wide solutions.
- Drive Growth & Goal Attainment: Own OKR attainment at the department level. Build and execute strategies to maximize revenue, retention, and product adoption. Achieve quarterly targets and be measured on your ability to propel sales, retention, and operational excellence.
- Influence & Partner: Work across Merchant Strategy & Ops, Sales Ops, Product, Marketing, Analytics, and Finance to improve the merchant experience. Navigate complex, multi-stakeholder environments and embody our one-team-one-fight mentality, especially with our outside account management and account development partners.
- Strategize: Develop go-to-market plans that promote mutual outcomes for merchants and DoorDash. Build resources to evaluate the costs and benefits of engagement and retention programs. Improve, scale, and automate tools that inform deeper merchant insights.
- Develop Your People: Build programs to grow your leaders and their teams. Work with People Business Partners to maximize performance and engagement simultaneously. Cultivate a positive, high-accountability environment across the department.
- Leverage AI & Technology: Champion AI tools and automation across IAM to step-change team productivity and merchant outcomes. Identify opportunities to apply AI to merchant outreach, data analysis, account prioritization, and coaching.
- Find & Lead 0-to-1 Opportunities: Use data and merchant feedback to guide decisions on in-store marketing, new product pilots, and initiative launches. Help find product-market fit and scale new offerings within IAM.
We’re excited about you because…
- 10+ years of experience in sales, account management, client services, strategy, business development, operations, analytics, consulting, or related fields
- 5+ years managing teams with demonstrated experience managing managers
- Client-facing or account management/sales experience with a track record in GTM strategies and initiative execution
- Experience leading cross-functional initiatives that connect team members across a larger mission and organization
- Background in the restaurant industry, small or large business sales, or high-growth tech environments
- A strong point of view on how AI and technology can transform sales team productivity, and eagerness to put that into practice
- You thrive in ambiguity, constantly learning new skills and providing creative solutions
- You own your role with accountability and a collaborative mindset, accepting nothing less than your best every day
Nice to Haves:
- Experience in or adjacent to the 3PD space (POS, Delivery, FoodTech, etc.)
- Experience leading inside sales or inside account management organizations at scale
- Hands-on experience deploying AI tools (e.g., AI-assisted CRM workflows, copilots, or automation platforms) within a sales or account management organization
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use 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 provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
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.
In addition to base salary, the compensation for this role includes opportunities for equity grants and sales commission. Talk to your recruiter for more information.
DoorDash 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). DoorDash 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).
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 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.
About DoorDash USA
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