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.

About the Role
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.

You're Excited About This Opportunity Because You Will

• 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.

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.

Applications for this position are accepted on an ongoing basis.

Compensation
$64,600 - $95,000 USD

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.