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

About the Team

SevenRooms, a DoorDash company, is the hospitality industry’s leading guest experience and retention platform. Our mission is to help restaurant operators use data to build direct guest relationships and more profitable businesses. The Global Implementation team is the heartbeat of this mission, ensuring that every merchant—from independent restaurants to multi-concept hospitality groups—is set up and continually supported for long-term success. This team lies at the intersection of technical excellence and customer obsession, transforming new sales into live, successful and long term partners on our platform.

About the Role

As the Global Senior Manager of Implementation, you will lead a world-class organization responsible for the critical transition from "Closed-Won" to "Live and Thriving". You will oversee the global strategy for the  onboarding, technical implementations, and handoff for a growing suite of venue management, CRM and marketing solutions. 

This is a high-impact leadership role requiring a "leader of leaders" who can manage multiple management layers across different geographies (NAM, EMEA, and APAC). You will not only lead a high-volume implementation engine but also serve as a key stakeholder in scaling the SevenRooms/DoorDash ecosystem, ensuring a high quality experience at various stages of the merchant lifecycle, tracking key metrics for performance and the product feedback loop is seamless so our merchants realize value faster and more consistently with each iteration.

You’re excited about this opportunity because you will…

• Lead a Global Strategic Function: You will own the end-to-end post-sale strategy, overseeing a high-performing global organization of 50+ professionals across implementation functions.
• Architect a Scalable Onboarding Engine: You will refine the "0-to-1" playbook for how our combined SevenRooms offering is deployed, accelerating "time-to-first-value" and enabling scale through automation and playbooks.
• Drive Operational Excellence: You will own the performance and productivity of the entire vertical, using data to optimize complex implementation funnels and reduce global support ticket volumes.
• Develop Future Leaders: You will be a leader of leaders, energized by coaching a team of Senior Managers and ensuring their teams of Managers are driving peak engagement and professional growth.
• Influence the DoorDash Ecosystem: You will work highly cross-functionally with Product, Engineering, Sales, and Success teams to ensure that customer insights directly influence the product roadmap.

We’re excited about you because…

• You are a Seasoned Post-Sale Leader: You have 10+ years of experience leading implementation and onboarding, with a proven track record of managing large-scale (50+) global organizations in the SaaS space.
• You are an "Implementation-to-Support" Expert: You have successfully overseen technical onboarding and support functions and know how to synchronize initial configuration with long-term support excellence.
• You are Data and Metrics Oriented: You live in the details of operational KPIs—such as activation rates, CSAT, and support response times—and use data to resolve system-wide pain points.
• You Embody “One Team, One Fight”: You thrive in a collaborative environment and are excited to act as a bridge between the SevenRooms and DoorDash organizations to ensure a defect-free merchant journey.
• Industry Expertise: You have 5+ years of experience in leading post-sale operations in Saas or restaurant technology (POS, Marketplace, or CRM), a deep understanding of hospitality operations is preferred.
• Technical Savvy: You have a high level of proficiency with Salesforce, Gainsight, Zendesk, JIRA, and other process optimization tools to drive efficiency in a scaling environment.