Platform Implementation Manager (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

We are seeking a Platform Implementation Manager on a contract basis to help support our Customer's business needs. This role is 100% remote anywhere in the US; preferred locations are New York City and San Francisco, and open to Phoenix, Los Angeles, Denver, and Chicago.

Responsibilities:

• Provide a best-in-class onboarding and implementation experience for small and medium-sized merchants
• Project manage merchant implementations from kickoff through go-live, including online ordering, mobile apps, loyalty programs, and gift cards
• Serve as the primary point of contact and coordinator for merchant onboarding and technical setup
• Schedule and lead kickoff calls and implementation sessions with merchants
• Coordinate with sales, account management, and internal teams to ensure timely product activation
• Troubleshoot technical issues related to merchant websites and platform integrations
• Educate merchants on product functionality by answering “how-to” questions and providing proactive guidance
• Provide operational support to merchants during the initial weeks of product usage
• Collect, document, and share merchant feedback related to products and onboarding experience
• Deliver clear presentations and manage merchant concerns or frustrations with professionalism
• Act as a subject matter expert on online ordering products and onboarding workflows
• Share insights and feedback with internal teams to improve product offerings and operational processes
• Meet defined service-level goals and onboarding timelines
• Identify opportunities to improve workflows, merchant success, and team efficiency
• Adapt quickly to evolving processes and priorities in a fast-paced environment

Skills and Qualifications:

• Bachelor’s degree or equivalent work experience
• 3–5 years of experience in onboarding, implementation, project management, or account management
• Strong project management skills with the ability to drive tasks to completion
• Exceptional attention to detail with a focus on accuracy and timeliness
• Strong written, verbal, and presentation communication skills
• Proven ability to work cross-functionally with internal teams and external stakeholders
• Strong customer-facing skills with the ability to manage challenging conversations professionally
• Tech-savvy mindset with curiosity and ability to troubleshoot technical issues independently
• Ability to escalate issues appropriately while providing initial technical problem-solving
• Ability to adapt quickly and deliver results in a changing work environment

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.