Platform Implementation Supervisor

About The Team

DoorDash Commerce Platform is DoorDash’s first restaurant 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 to reach customers through their own first-party channels.

Our newly launched Commerce Platform Merchant Success Operations pod focuses on ensuring merchants have a seamless experience during their onboarding and launch. Our team strives to make their transition from their current tech stack to our DoorDash Commerce Platform products fast, simple, and specialized to their business needs. Plus, this team offers continuing support to our merchants, proactively aiming to create product clarity and help them grow.

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 launch, and delivers top-tier service and support.

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.

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.
• 2-4+ years of people leadership experience: you have had a medium to large team of direct reports, where you have handled end to end hiring cycles, performance management, and owned performance metrics/KPIs.
• 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.

Compensation & Benefits

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. In addition to base salary, the compensation for this role includes opportunities for equity grants.

DoorDash offers a comprehensive benefits package including a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off, paid sick leave, medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program.

The national base pay range for this position within the United States, including Illinois and Colorado is $74,800—$110,000 USD.

Key skills/competency

• Implementation Management
• Team Leadership
• Customer Onboarding
• Operational Excellence
• Process Improvement
• Cross-functional Collaboration
• Performance Management
• SMB Solutions
• Client Success
• Problem Solving