Manager, ImplementationSan Francisco, CA; Los Angeles, CA; Atlanta, GA; Chicago, IL; New York, NY

About the TeamThe 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 RoleWe'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 WillDirectly 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 BecauseYou 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

About DoorDashAt DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of usersfrom Dashers to merchant partners to consumers.

We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and InclusionWe're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce people who identify as women, non-binary or gender non-conforming, LGBTQIA

• , American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We used Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.

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