Platform Implementation Supervisor

DoorDash USA • Los Angeles, CA

6h

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 Supervisor to lead and coach a team of Platform Implementation Managers. The Supervisor is responsible for driving team performance, operational excellence, and delivering a best-in-class onboarding experience for our SMB merchants.
This role is hands-on - you will mentor your team, unblock complex merchant onboardings, improve internal processes, and partner closely with Sales, Account Management, Support, and Product teams to elevate the merchant experience.
You will report to the Associate Manager, Strategy & Operations, and work within the Commerce Platform organization.

Requirements

• Bachelor’s degree or equivalent experience.
• 5–7 years of professional experience, including 2+ years in a client-facing onboarding, implementation, project management, or customer success role.
• 2+ years of people leadership experience: you have coached, mentored, or directly managed others.
• Experience handling cross-functional projects with multiple stakeholders.
• Strong operational and problem-solving skills — you find ways to unblock others and drive results.
• Tech-savvy: able to dig into website integrations, troubleshoot basic technical issues, and guide merchants through solutions.
• Merchant-first mindset: you know that every interaction shapes the merchant experience.
• Excellent communication skills, both verbal and written.

Responsibilities

• Lead and develop a team of Platform Implementation Managers (PIMs), including day-to-day coaching, career development, and performance management.
• Drive operational excellence: Ensure timely and high-quality merchant onboarding execution across the team.
• Unblock complex implementations: Step into high-risk onboardings to problem-solve alongside PIMs and ensure successful merchant outcomes.
• Elevate the merchant experience: Analyze merchant feedback, identify trends, and drive initiatives to improve onboarding satisfaction and reduce time-to-value.
• Partner cross-functionally: Collaborate with Sales, Account Management, Product, and Support teams to align on best practices and ensure smooth handoffs.
• Refine and scale processes: Identify opportunities to streamline onboarding processes, documentation, and reporting.
• Own team metrics: Track and report on onboarding completion rates, merchant satisfaction, and internal quality standards.

Benefits

• 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)
• medical, dental, and vision benefits
• 11 paid holidays
• disability and basic life insurance
• family-forming assistance
• a mental health program

What This Job Offers

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