Platform Implementation Manager

Job Title: Project Manager I – Platform Implementation Manager

​

Location: Remote (Preferred: New York City, San Francisco)

​

Open to: Phoenix, Los Angeles, Denver, Chicago

​

Corporate Hub: New York, NY (200 Fifth Ave)

​

Type: Contract-W2

​

Pay Rate: $45/hr on W2

​

Duration: Start Date: January 19, 2026 End Date: July 31, 2026

​

Role Overview

The Platform Implementation Manager (PIM) serves as the primary onboarding and implementation lead (“quarterback”) for SMB merchants. This role is responsible for coordinating onboarding activities, managing implementation projects, troubleshooting technical issues, and ensuring merchants successfully transition from their existing digital ordering solutions to DoorDash Commerce Platform products.

The PIM supports merchants from post-sale through their first weeks live, delivering a high-touch, best-in-class onboarding and support experience.

​

Key Responsibilities

Merchant Onboarding & Implementation

• Lead end-to-end onboarding and implementation for SMB merchants.
• Conduct kickoff calls and manage implementation timelines for:
• Online Ordering
• Branded Mobile Apps
• Loyalty Programs
• Gift Card Programs
• Ensure merchants are live and successfully using products shortly after signup.

​

Project Management & Cross-Functional Coordination

• Coordinate with Sales, Account Management, Engineering, and Operations teams.
• Track milestones, risks, and dependencies to ensure on-time delivery.
• Maintain clear and consistent communication with internal and external stakeholders.

​

Technical Support & Troubleshooting

• Troubleshoot technical issues related to merchant websites and platform integrations.
• Resolve issues independently where possible before escalating to engineering teams.
• Apply technical curiosity and problem-solving skills to merchant challenges.

​

Merchant Education & Support

• Educate merchants on product functionality and best practices.
• Answer “how-to” questions and proactively guide merchants through setup.
• Provide operational support during initial weeks of product usage.
• Handle merchant frustrations professionally with empathy and clarity.

​

Feedback & Continuous Improvement

• Collect and document merchant feedback on products and onboarding experience.
• Share insights with product and operations teams to improve workflows and offerings.
• Identify opportunities to enhance merchant success and team efficiency.

​

Required Qualifications

Education

• Bachelor’s degree or equivalent professional experience

​

Experience

• 3–5 years of experience in:
• Onboarding
• Implementation
• Project Management
• Account Management

​

Skills & Competencies

• Strong project management and organizational skills
• Excellent verbal and written communication skills
• Customer-facing presentation expertise
• Proven ability to work cross-functionally with diverse teams
• High attention to detail and ability to meet deadlines
• Tech-savvy with the ability to troubleshoot technical issues independently
• Adaptable and able to succeed in a fast-changing environment