Platform Implementation, Supervisor

About the Role

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. 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.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation


Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

DoorDash cares about you and your overall well-being. That's why we offer a comprehensive benefits package to all regular employees, which includes 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). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$74,800-$110,000 USD

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users-from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.