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About the Role

The Platform Implementation Manager is responsible for providing a best-in-class onboarding experience for small-to-medium-sized merchants into DoorDash Commerce Platform products. This role acts as the merchant's "quarterback", troubleshooting, coordinating stakeholders, and ensuring a smooth transition to DoorDash's solutions.

Responsibilities

• Host onboarding Kickoff Calls and project manage the implementation of Online Ordering, mobile apps, loyalty, and gift card programs.
• Coordinate with internal teams to ensure merchants are using DoorDash products.
• Provide technical troubleshooting for issues related to merchant websites and DoorDash products.
• Educate merchants on DoorDash products, answering 'how to' questions and guiding them through the transition and setup process.
• Collect and register product and operational feedback from merchants.
• Drive merchant onboarding and implementation with clear, concise communication.
• Deliver strong presentations and handle merchant frustrations with grace and support.
• Train merchants on DoorDash’s Online Ordering product and functionality.
• Troubleshoot merchant technical issues by leveraging tech-savviness and curiosity.
• Become a product expert and cross-functional subject matter expert on DoorDash products.
• Collaborate with and support sales and account management teams with merchant implementation challenges.
• Share product and operations feedback with the team.
• Meet internal and external service and timeline goals.
• Highlight opportunities for leadership to improve team workflows and merchant success.
• Achieve immediate results and adapt to an evolving work environment.
• Look for ways to improve and shape the direction of the company.

Requirements

• Bachelor's degree or equivalent work experience.
• 3-5 years of work experience in onboarding, implementation, project management, and/or account management.
• Ability 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: curious and able to dig into technical issues and troubleshoot merchant issues before escalating to engineering.

Skills

• Project management
• Technical troubleshooting
• Product expertise
• Cross-functional collaboration
• Customer presentation
• Communication skills

Location

• United States

Work Type

• Full-time

Experience Level

• 3-5 years

Education Level

• Bachelor's degree or equivalent work experience

Salary/Compensations

• $64,600—$95,000 USD

Benefits

• 401(k) plan with employer matching
• 16 weeks of paid parental leave
• Wellness benefits
• Commuter benefits match
• Paid time off
• Paid sick leave
• Medical benefits
• Dental benefits
• Vision benefits
• 11 paid holidays
• Disability insurance
• Basic life insurance
• Family-forming assistance
• Mental health program
• Flexible paid time off/vacation for salaried roles
• 80 hours of paid sick time per year for salaried roles

About the Company

• DoorDash Commerce Platform offers a suite of products and services including online ordering, branded mobile apps, and loyalty solutions to enable merchants to reach customers through their own first-party channels.
• DoorDash's mission is to empower local economies.
• DoorDash is a technology and logistics company.
• DoorDash is growing rapidly and changing constantly.
• DoorDash is committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Equal Opportunity

• 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.
• 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.
• Will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with applicable regulation (San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations).
• If you need any accommodations, please inform your recruiting contact upon initial connection.