Project Manager-I

Project Manager-I

Digital Ordering is ***'s first software-as-a-service business unit – offering a suite of 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. The business is one of the fastest-growing segments within ***, and yet is only scratching the surface of a generational opportunity to better serve hundreds of thousands of merchants across the Americas to help them grow their business and improve working lives in one of the country's biggest industry sectors.

The Platform Implementation Manager (PIM) Team was created to help our top-priority 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. We focus specifically on the *** first-party Online Ordering product and features.

About the Role

The Platform Implementation Manager (PIM) Team is looking for a Platform Implementation Specialist to own and manage all customer-facing components of our Online Ordering merchants' onboarding and implementation. This role owns customer calls, communication, presentations, and troubleshooting across the first four weeks of the merchant lifecycle. Daily, you can expect to lead several merchant calls, troubleshoot new issues, and escalate questions to product & engineering. Occasionally, you'll create and deliver collateral for our merchants to optimize their business and leverage our growth-product functionality better.

Key Responsibilities

You'll work cross-functionally supporting our sales team to drive merchant satisfaction and with our Strategy & Operations team to share merchant feedback and allow us to improve processes and product offerings. You will report to the Associate Manager, Strategy & Operations, and work within our Commerce Platform organization. This primarily remote role close to one of our corporate hubs for easy co-working and collaboration across the team on occasion. 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 ***'s Online Ordering product and functionality.
• Create merchant collateral to improve their training and product usage.
• Become a product expert and cross-functional subject matter expert on Online Ordering.
• Collaborate and support our sales team 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.

Qualifications

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 skills.

Why You'll Love Working at ***

We are leaders – Leadership is not limited to our management team. It's something everyone at *** embraces and embodies. We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day. We are learners – Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers. We are one team – The magic of *** is our people, together making our inspiring goals attainable and driving us to greater heights.