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Team Lead, Implementation

2 weeks ago

Atlanta, Georgia, United States DoorDash Full time $120,000 - $180,000 per year

The Team & Role
We are looking for a Associate Manager, Implementation - In-Store to join our team in a Player/Coach capacity. This individual will be responsible for onboarding a limited number of new clients, while also managing a small team of Onboarding Managers and Team Leads. This role is essential to our goal of providing support for clients in the onboarding phase and ensuring their long-term success.

What You'll Do

  • Hire, manage and coach/develop a team of high performing Onboarding Managers and Team Leads throughout NAM, establishing goals, metrics, and driving results.
  • Review and monitor incoming and activating MRR for new customers, maintaining responsibility for resource and capacity planning in partnership with Onboarding Leadership
  • Track accounts through engagement data (via tools like Looker and Totango) to identify churn risk and work proactively to eliminate that risk
  • Successfully and effectively oversee simultaneous, diverse implementation projects on schedule, and with high customer satisfaction; projects include implementation of different solutions including reservation, waitlist, & table management; online ordering, POS, marketing automation, and more
  • Analyzes problems to identify root cause and propose solutions proactively
  • Ability to handle at-risk clients and manage escalations internally and externally with empathy, thoughtfulness with tact
  • Be a product expert, able to help clients learn the platform effectively and optimize their utilization based off their business needs
  • Partner with Sales, Product, Support, and Customer Success Managers to support customers and your team toward product adoption

Who You Are

  • 2+ years of experience working in challenging, customer-facing roles, ideally within the SaaS industry or hospitality technology
  • A passion for mentoring and leading change
  • Outstanding written and oral communication skills
  • Detail-oriented, strong critical thinking and problem-solving abilities
  • Strong project management experience
  • Comfortable working in a fast-paced, startup environment; highly collaborative
  • Experience with Salesforce, Totango or other Customer Success CRM is required
  • Ability to travel through APAC region to meet with customers and team members
  • Availability to meet periodically with team members in both North America and Europe

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 and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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About DoorDash
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. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

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.

Our Commitment to Diversity and Inclusion
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.