Platform Implementation Manager
About The Position
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. We are looking for a Platform Implementation Manager to lead and develop a team of Platform Implementation Supervisors while driving implementation strategy and operational excellence across our SMB merchant portfolio. You will oversee onboarding performance, improve processes at scale, lead strategic initiatives, and partner closely with Product, Sales, Account Management, Engineering, Support, and Operations teams. You will report to the Senior Manager, Merchant Success Operations and work within the Commerce Platform organization.
Requirements
- Bachelor's degree or equivalent experience
- 7–10+ years of professional experience in implementation, onboarding, customer success, operations, consulting, or related fields
- 3–5+ years of people leadership experience, including leading leaders
- Experience building, scaling, and improving operational processes
- Strong analytical and problem-solving abilities
- Strong cross-functional leadership experience
- Ability to prioritize effectively in ambiguous and fast-paced environments
- Excellent written and verbal communication skills
- Strong customer-first mindset
Responsibilities
- Lead and develop a team of Platform Implementation Supervisors through coaching, performance management, and career development
- Own implementation strategy and execution across SMB merchant onboarding programs
- Drive operational excellence through forecasting, staffing strategy, KPI ownership, and process improvements
- Identify and execute initiatives that improve implementation efficiency and merchant experience
- Serve as a senior escalation point for complex onboarding situations
- Partner cross-functionally to improve workflows, influence product direction, and align on organizational priorities
- Build scalable systems, processes, and tools that support growth
- Analyze trends and leverage data to make informed decisions
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 and basic life insurance
- Family-forming assistance
- Mental health program
- Equity grants
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
