Platform Implementation Manager

Platform Implementation Manager

DoorDash Commerce Platform is DoorDash's first 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 (restaurants, grocers, retailers, etc.) to reach customers through their own first-party channels.

Our newly launched Commerce Platform Merchant Experience pod focuses on ensuring merchants have a seamless experience when transitioning from their current tech stack to our DoorDash Commerce Platform products and on providing ongoing specialized support for merchants tech needs. 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 first weeks live, and delivers top-tier service and support.

The Platform Implementation Manager is responsible for providing best-in-class onboarding experience for our 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, this means working closely with the sales and account management teams to get merchants set up for success from day one:

• Setting up kick-off 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 as soon as they sign up for it
• Technical troubleshooting of issues (within merchants websites and internally)
• Educating our merchants on our products: answering "how to" questions, proactively guiding and educating them through the transition and set up process and providing operational support during the initial weeks of our products usage
• Collecting and registering feedback from merchants on our products

You will report to the Associate Manager, Strategy & Operations, and work within our Commerce Platform organization. This primarily remote role close to one of our corporate hubs for easy co-working and collaboration across the team on occasion.

You're Excited About This Opportunity Because You Will

• Drive merchant onboardings & implementations 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 Online Ordering.
• 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.

We're Excited About You Because

• 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

Applications for this position are accepted on an ongoing basis

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.