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Manager, Implementation

1 hour, 20 minutes ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Looker Salesforce
Apply Now
DoorDash

DoorDash

DoorDash empowers small business owners by providing an affordable and convenient platform for local delivery services, primarily focusing on restaurant food delivery.

Air Freight & Logistics
10K-50K
Founded 2012
View All Jobs 21

Description

  • Directly manage 3 Team Leads overseeing more than 20 Implementation Partners across SMB and Enterprise segments in North America.
  • Coach Team Leads on performance management, goal-setting, conflict resolution, and career development.
  • Build a high-performance culture centered on accountability, customer empathy, and continuous improvement.
  • Own headcount planning, hiring, and onboarding for the North America implementation organization.
  • Own capacity planning and resource allocation across SMB and Enterprise books of business.
  • Drive consistency and quality across implementation projects covering reservations, waitlist and table management, online ordering, POS, and marketing automation.
  • Define, monitor, and improve team KPIs such as time-to-activate, CSAT, and churn risk indicators.
  • Develop and refine scalable onboarding playbooks and processes for both SMB and Enterprise customers.
  • Build recurring reporting for leadership, including weekly performance snapshots, monthly activation reviews, and quarterly business reviews.
  • Serve as the senior escalation point for at-risk accounts and complex customer situations, and partner cross-functionally with Sales, Customer Success, Support, and Product.

Requirements

  • 5+ years in customer-facing roles.
  • At least 3+ years directly managing people managers or team leads.
  • Experience in SaaS, hospitality tech, or implementation/onboarding is preferred.
  • Demonstrated ability to lead large, distributed teams through change and growth.
  • Deep understanding of SMB and Enterprise customer dynamics.
  • Fluency with customer success tooling such as Salesforce, Gainsight, and Looker, or equivalent platforms.
  • Strong written and verbal communication skills, including executive and customer-facing conversations.
  • Organized, structured thinker with a bias toward simplicity.
  • Comfort working in a fast-paced environment with ambiguity.
  • Ability to make data-driven decisions and translate metrics into action.

Benefits

  • Base salary range of $103,360 to $152,000 USD.
  • Total on-target earnings range of $129,200 to $190,000 USD, including base pay and commissions.
  • Opportunities for equity grants and sales commission.
  • 401(k) plan with employer matching.
  • 16 weeks of paid parental leave.
  • Medical, dental, and vision insurance, plus disability and basic life insurance.
  • Flexible paid time off/vacation and paid sick leave.
  • Wellness benefits, commuter benefits match, family-forming assistance, and a mental health program.
  • 11 paid holidays.

Interested in this position?

Apply directly on the company website

Apply Now

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