Manager, Implementation

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., * 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

Do you have experience in Team management?, * 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

At 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 users-from 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 Inclusion

We’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.