Title: Platform Implementation Manager
Location: Remote - but ideal to be in the following locations: New York City, San Francisco, Phoenix, Los Angeles, Denver, or Chicago
About the team
- The Commerce Platform is a software-as-a service offering that provides merchants with a suite of tools across online ordering, branded mobile apps, loyalty solutions, and more enabling businesses such as restaurants, grocers, and retailers to engage customers through their own first-party channels.
- The Merchant Experience team focuses on delivering a seamless transition from existing technology stacks to the platform while providing ongoing, specialized technical support.
- Within this team, the Platform Implementation Manager group supports merchants from onboarding through launch and beyond, ensuring successful implementation, early growth, and a high-quality support experience from day one.
About the role
- The Platform Implementation Manager is responsible for delivering a high-quality onboarding experience for small and mid sized merchants adopting commerce platform products.
- This role serves as the primary point of contact throughout onboarding, coordinating across internal teams and external partners to ensure a smooth transition from existing digital ordering solutions.
- On a day-to day basis, the role partners closely with sales and account management to set merchants up for success from day one by leading kickoff calls and project managing the implementation of online ordering, branded mobile apps, loyalty, and gift card programs.
- Responsibilities include coordinating with multiple internal teams to enable timely product activation, troubleshooting technical issues across merchant websites and internal systems, educating merchants on product functionality, providing hands-on operational support during early usage, and capturing merchant feedback to inform product improvements.
- This role reports to a Strategy & Operations leader and operates within a commerce platform organization.
- The position is primarily remote, with proximity to a corporate hub for occasional in-person collaboration.
You’re excited about this opportunity because you will…
- Drive merchant onboardings & implementations with clear, concise communication.
- Deliver strong presentations and handle merchant frustrations with grace and support.
- Train our merchants on 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.
- Be able to achieve immediate results and adapt to an evolving work environment.
- Look for ways to improve and want to shape the direction of the company.
We’re excited about you because…
- 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