Platform Implementation Manager

DoorDash Commerce Platform is DoorDash’s first restaurant software-as-a-service business unit – offering a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and more that enable merchants to reach customers through their own first-party channels. 

Our newly launched Commerce Platform Merchant Success Operations pod focuses on ensuring merchants have a seamless experience during their onboarding and launch. Our team strives to make their transition from their current tech stack to our DoorDash Commerce Platform products fast, simple, and specialized to their business needs. Plus, this team offers continuing support to our merchants, proactively aiming to create product clarity and help them grow.

Within this pod, the Platform Implementation Manager (PIM) Team was created to help our merchants onboard, implement, and grow their business from day one. The team supports our merchants after they sign up, through their launch, and delivers top-tier service and support.

The Platform Implementation Manager is responsible for providing a best-in-class onboarding experience for our small-to-medium-sized (SMB) merchants into our DoorDash Commerce Platform products. PIM is the merchants’ “quarterback”, the person responsible for troubleshooting, coordinating with the various internal and external stakeholders, and ensuring merchants have a smooth transition from their current digital ordering solution to ours.

On a day-to-day basis, this means working closely with the sales and account management teams to get merchants set up for success from day one:

• Hosting onboarding Kickoff Calls and project managing the implementation of Online Ordering, mobile apps, loyalty, and gift card programs for our merchants, coordinating with several internal teams to ensure merchants are using our products.
• Technical troubleshooting of issues (within merchants' websites and our own products).
• Educating our merchants on our products: answering “how to” questions, proactively guiding and educating them through the transition and setup process
• Collecting and registering product and operational feedback from merchants to our team.

You will report to the Supervisor of Platform Onboarding and work within our Commerce Platform organization.

• Drive merchant onboarding & implementation with clear, concise communication.
• Deliver strong presentations and handle merchant frustrations with grace and support.
• Train our merchants on DoorDash’s Online Ordering product and functionality.
• Leverage your tech-savviness and curiosity to troubleshoot merchants' technical issues.
• Become a product expert and cross-functional subject matter expert on our products.
• Collaborate and support our sales and account management teams with their merchant implementation challenges.
• Share product and operations feedback with our team on a regular basis to share our team’s trajectory and product offerings.
• Meet our team's high bar of internal and external service and timeline goals.
• Highlight opportunities for leadership to improve team workflows and merchant success.
• Be able to achieve immediate results and adapt to an evolving work environment.
• Look for ways to improve and want to shape the direction of the company.

• Bachelor’s degree or equivalent work experience
• 3-5  years of work experience in onboarding, implementation, project management and/or account management
• Able to complete tasks accurately, effectively, and on time with superb attention to detail 
• Experience working successfully cross-functionally with individual contributors
• Excellent external and internal customer presentation and communication skills
• Tech-savvy: You are curious and able to dig into technical issues and troubleshoot merchant issues before escalating them to engineering