Platform Implementation Manager

DoorDash USA • Los Angeles, CA

9h

About The Position

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.

Requirements

• 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 issu

Responsibilities

• 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.

Benefits

• 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.
• 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level