Team Lead, Implementation

Role Description

The In-Store Onboarding team supports our clients through one of the most critical moments in their journey, implementation. We are a global, collaborative group that thrives on setting clients up for long-term success by tailoring onboarding strategies to their unique needs.

In this role, you’ll lead a team of Implementation Partners who work closely with our clients to ensure they’re achieving success with the SevenRooms platform. You’ll be responsible for coaching, mentoring, and growing the team, while also overseeing strategic initiatives that drive adoption and long-term customer value.

You’re excited about this opportunity because you will…

• Team Support & Coaching: Lead a team of Implementation Partners across North America by providing day-to-day guidance, support, and coaching to ensure smooth client onboarding and consistent team performance.
• Resource Coordination: Partner closely with the Associate Manager to monitor team bandwidth, onboarding pipeline, and activating MRR to ensure projects are prioritized and resourced effectively.
• Client Implementation: Manage a limited portfolio of onboarding projects while supporting your team through implementation of SevenRooms solutions — including reservations, waitlist, table management, online ordering, POS integrations, and marketing automation.
• Customer Risk Monitoring: Use tools like Looker and Totango to track customer engagement and flag accounts at risk, working with your team and leadership to drive proactive solutions.
• Escalation Support: Assist Implementation Managers in managing complex client situations and escalations with empathy, thoughtfulness, and tact — while reinforcing best practices.
• Product Enablement: Be a hands-on product expert, helping clients and teammates leverage SevenRooms functionality based on unique business needs and goals.
• Cross-Functional Collaboration: Work closely with Sales, Product, Support, and Customer Success partners to ensure a cohesive experience for both your team and our clients.

Qualifications

• 2+ years of experience in customer-facing roles, ideally within SaaS or hospitality technology.
• Passionate about supporting others and enjoy mentoring teammates to help them grow.
• Strong communicator, both in writing and speaking, and can navigate cross-functional conversations with ease.
• Detail-oriented and a critical thinker who can solve problems and keep projects on track.
• Thrives in fast-paced, collaborative environments and is comfortable adapting to change.
• Experienced with tools like Salesforce, Totango, or similar CRMs.
• Open to occasional travel within North America to support your team and meet with customers.

Requirements

• Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only.
• We use Covey as part of our hiring and/or promotional process for jobs in NYC.
• Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
• Base salary is localized according to employee work location.
• In addition to base salary, the compensation for this role includes opportunities for sales commission.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance and a mental health program.

Company Description

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.

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.