DoorDash Commerce Platform is DoorDash’s first 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 (restaurants, grocers, retailers, etc.) to reach customers through their own first-party channels.
Our newly launched Commerce Platform Merchant Experience pod focuses on ensuring merchants have a seamless experience when transitioning from their current tech stack to our DoorDash Commerce Platform products and on providing ongoing specialized support for merchants tech needs. 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 first weeks live, and delivers top-tier service and support.
About the RoleWe 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. This primarily remote role is close to one of our corporate hubs for easy co-working and collaboration.
You’re excited about this opportunity because you will… 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. We’re excited about you because… 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.