Manager, Implementation

About The Team

The In-Store (Seven Rooms) 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.

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 s 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 Door Dash/Seven Rooms 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

• 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 —…