Project Manager, Technical Support

Position Summary

The Platform Implementation Manager is responsible for delivering a high-quality onboarding and implementation experience for small and medium-sized business (SMB) merchants adopting Door Dash Commerce Platform products. Acting as the merchant’s primary point of contact and “quarterback,” this role coordinates cross-functional stakeholders, manages project timelines, troubleshoots technical issues, and ensures a smooth transition from legacy ordering systems.

This is a primarily remote role with occasional in-person collaboration at a nearby corporate hub.

Key Responsibilities

Merchant Onboarding & Implementation

• Lead end-to-end merchant onboarding and implementation projects, ensuring timely and successful go-live
• Schedule and facilitate kickoff calls and implementation milestones
• Project manages the setup of Online Ordering, branded mobile apps, loyalty programs, and gift card solutions

Cross-Functional Coordination

• Partner closely with Sales and Account Management teams to align on merchant goals and implementation readiness
• Coordinate with internal technical and operational teams to resolve issues and accelerate product adoption

Technical Support & Troubleshooting

• Troubleshoot technical issues related to merchant websites and Door Dash platforms prior to engineering escalation
• Serve as a product expert for Online Ordering and related Commerce Platform solutions

Merchant Education & Support

• Educate merchants on product functionality and best practices
• Answer “how-to” questions and provide proactive guidance throughout the transition and early usage period
• Deliver operational support during the initial weeks post-launch

Feedback & Continuous Improvement

• Collect and document merchant feedback on products and onboarding experience
• Share insights with leadership to inform product enhancements and workflow improvements
• Identify opportunities to improve team processes and merchant success metrics

Qualifications

Required

• Bachelor’s degree or equivalent professional experience
• 3–5 years of experience in onboarding, implementation, project management, and/or account management
• Strong organizational skills with exceptional attention to detail
• Proven ability to manage multiple tasks accurately and meet deadlines
• Excellent written and verbal communication and presentation skills
• Demonstrated ability to work effectively in cross-functional environments
• Strong customer service orientation, with the ability to handle merchant challenges professionally

Preferred

• Experience working with SaaS or e-commerce platforms
• High level of technical curiosity with the ability to investigate and troubleshoot issues
• Experience in fast-paced, evolving work environments