Manager, Implementation

About the Team The In-Store (SevenRooms) Implementation team supports our clients through one of the most critical moments in their journey: onboarding. We are a global, collaborative group that thrives on setting clients up for long-term success by tailoring onboarding strategies to their unique needs. From in-store restaurant technology to advanced platform features, we ensure new partners are empowered and equipped to drive ROI from day one. About the Role We're hiring a Manager, Implementation to lead our North America-based implementation organization. You'll directly manage 3 Team Leads overseeing a total org of 20+ Implementation Partners across SMB and Enterprise segments, driving performance, consistency, and quality at scale. This is a high-impact, high-visibility role at the intersection of people management, operational rigor, and customer outcomes — and an exciting time to shape how DoorDash/SevenRooms onboards merchants across the region. You're excited about this opportunity because you will… Directly manage 3 Team Leads, each responsible for a pod of Implementation Partners across SMB and Enterprise segments in NAM Coach Team Leads on people management fundamentals — performance conversations, goal-setting, conflict resolution, and career development of their IPs Build a high-performance culture rooted in accountability, customer empathy, and continuous improvement across all three pods Own headcount planning, hiring, and onboarding for the NAM implementation organization in partnership with Onboarding Leadership and People teams Own capacity planning and resource allocation across SMB and Enterprise books of business, balancing incoming MRR with team bandwidth across pods Drive consistency and quality across simultaneous implementation projects — including reservations, waitlist and table management, online ordering, POS, and marketing automation Define and monitor team KPIs (time-to-activate, CSAT, churn risk indicators) using tools like Gainsight, Salesforce, and Looker; translate data into actionable coaching and process improvements Develop and refine scalable onboarding playbooks and processes that serve both SMB velocity and Enterprise complexity Build and maintain a regular reporting cadence for the NAM implementation org, including weekly team performance snapshots, monthly MRR activation reviews, and quarterly business reviews for Onboarding Leadership Identify gaps and inefficiencies in the onboarding journey across SMB and Enterprise segments; drive structured improvement initiatives with measurable outcomes Own the weekly and monthly metrics package for the org, synthesizing data from systems into clear narratives for leadership and cross-functional stakeholders Track and report on pod-level and segment-level performance, surfacing trends, risks, and wins to Onboarding Leadership in a timely and structured way Serve as the senior point of escalation for at-risk accounts and complex customer situations, guiding Team Leads and their Implementation Partners through resolutions with empathy and sound judgment Partner closely with Sales, Customer Success, Support, and Product to surface customer feedback, align on handoff processes, and influence roadmap priorities Represent the NAM onboarding org in cross-functional planning and leadership forums; communicate team health, risks, and wins with clarity We're excited about you because… You have 5+ years in customer-facing roles, with at least 3+ years directly managing people managers or team leads — ideally in SaaS, hospitality tech, or implementation/onboarding You have demonstrated ability to lead large, distributed teams through change and growth; you raise the ceiling for the people around you You have a deep understanding of both SMB and Enterprise customer dynamics, and how to design processes that serve both You are fluent in customer success tooling — Salesforce, Gainsight, Looker, or equivalents — and comfortable making data-driven decisions You are a strong communicator: clear and direct in writing, composed and credible in executive and customer-facing conversations You are organized and structured thinker with a bias toward simplicity — you build processes that teams actually use You are comfortable with ambiguity in a fast-paced environment; you create clarity rather than wait for it Compensation Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.  In addition to base salary, the compensation for this role includes opportunities for equity grants and sales commission. Talk to your recruiter for more information. DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here . See below for paid time off details: For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year. For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week). The national base pay range for this p