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.

Our Customer is seeking a Platform Implementation Manager on a contract basis to help support their business needs. This role is 100% remote.

This role is fully remote, with a strong preference for candidates based in New York City, NY, or San Francisco, CA; candidates located in Phoenix, AZ, Los Angeles, CA, Denver, CO, and Chicago, IL are also encouraged to apply.

Responsibilities:

• Provide a best-in-class onboarding experience for SMB merchants adopting Commerce Platform products
• Serve as the primary point of contact for merchants, ensuring a smooth transition from existing digital ordering solutions
• Lead merchant kick-off calls and project manage implementation of online ordering, mobile apps, loyalty, and gift card programs
• Coordinate cross-functionally with sales, account management, product, and other internal teams to ensure timely merchant activation
• Troubleshoot technical issues within merchant websites and internal systems
• Educate merchants on product functionality and guide them through setup and early-stage usage
• Provide operational support during the initial weeks of product adoption
• Collect and document merchant feedback to inform product and operational improvements
• Deliver clear presentations and manage merchant concerns with professionalism and empathy
• Develop subject matter expertise in online ordering and related platform capabilities
• Meet internal and external service standards and timeline goals
• Identify workflow improvements to enhance team efficiency and merchant success
• Adapt quickly to evolving priorities and drive immediate results

Skills/Qualifications:

• Bachelor’s degree or equivalent work experience
• 3-5 years of experience in onboarding, implementation, project management, and/or account management
• Strong project management and cross-functional collaboration skills
• Excellent written and verbal communication skills
• Strong presentation skills for both internal and external audiences
• High attention to detail with the ability to execute tasks accurately and on time
• Ability to work effectively with cross-functional individual contributors
• Strong customer service orientation with the ability to manage merchant frustrations professionally
• Tech-savvy with the ability to investigate and troubleshoot technical issues prior to escalation
• Ability to thrive in a fast-paced, evolving environment

Preferred Qualifications:

• Experience supporting SMB merchants or digital commerce platforms
• Experience working within remote or hybrid team environments

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.