Senior Manager, Global Implementation

DoorDash USA•San Francisco, NY

8d•Remote

About The Position

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. 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.

Requirements

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 have successfully overseen technical onboarding and support functions and know how to synchronize initial configuration with long-term support excellence.
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 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.
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.
You have a high level of proficiency with Salesforce, Gainsight, Zendesk, JIRA, and other process optimization tools to drive efficiency in a scaling environment.

Responsibilities

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.