Project Manager-I

Platform Implementation ManagerRemote - but would be nice to have workers in the following locations: Location (Preferred, in Priority) New York City, San Francisco Location (Open To): Phoenix, Los Angeles, Denver, Chicago Duration - 6 months, LOA coverageAbout the team: The client's Commerce Platform is its 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 client 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 role: The Platform Implementation Manager is responsible for providing best-in-class onboarding experience for our SMB merchants into our client Commerce Platform products. PIM is the merchants’ “quarterback”, the person responsible for troubleshooting, coordinating with the various internal and external stakeholders, and ensuring merchants have a smooth transition from their current digital ordering solution to ours. On a day to day, this means working closely with the sales and account management teams to get merchants set up for success from day one:Setting up kick off calls and project managing the implementation of Online Ordering, mobile apps, loyalty and gift card programs for our merchantsCoordinating with several internal teams to ensure merchants are using our products as soon as they sign up for itTechnical troubleshooting of issues (within merchants websites and internally)Educating our merchants on our products: answering “how to” questions, proactively guiding and educating them through the transition and set up process and providing operational support during the initial weeks of our products usageCollecting and registering feedback from merchants on our productsYou 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.