Project Manager

DoorDash, Inc. is launching a new software-as-a-service business unit focused on providing products and services for merchants. The Platform Implementation Manager is responsible for ensuring a seamless onboarding experience for merchants transitioning to the Client Commerce Platform, coordinating with internal teams, and providing ongoing support.

Responsibilities:

• Work closely with the sales and account management teams to set up merchants for success from day one
• Set up kickoff calls and project manage the implementation of online ordering, mobile apps, loyalty, and gift card programs for our merchants
• Coordinate with several internal teams to ensure merchants are using our products as soon as they sign up
• Perform technical troubleshooting of issues (within merchants' websites and internally)
• Educate our merchants on our products: answer “how to” questions, proactively guide and educate them through the transition and setup process, and provide operational support during the initial weeks of our products' usage
• Collect and register feedback from merchants on our products
• Drive merchant onboardings & implementations with clear, concise communication
• Deliver strong presentations and handle merchant frustrations with grace and support
• Train our merchants on the client'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 Online Ordering
• 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
• Achieve immediate results and adapt to an evolving work environment
• Look for ways to improve and want to 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
• 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 issues and troubleshoot merchant issues before escalating them to engineering
• Fluent in Chinese or Spanish