Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Hot off an IPO in 2021, Toast is investing heavily in R&D, including scaling core products, accelerating growth of emerging products, and incubating new products  that can have a substantial impact on Toast’s long-term growth. We are searching for an operations-focused individual who thrives in problem-solving, working cross-functionally, and is able to identify opportunities in systems and processes that enable product teams to be more efficient. 

About this roll* (Responsibilities) 

• Strategic Leadership: Lead the strategy and vision for digital customer experience and operations, aligning with overall business goals and ensuring a seamless and integrated customer journey.
• High-Level System Integrations: Oversee and direct the integration of advanced systems such as Salesforce and Intercom, ensuring robust and scalable solutions that enhance the overall customer experience.
• Customer Insights and Analytics: Utilize advanced analytics and data-driven insights to inform strategic decisions, continuously improving the customer experience through data-backed methodologies.
• Experience Architecture: Develop and implement best-in-class, innovative customer experience architectures across chat, phone, and SMS tools, driving efficiency and high-quality interactions at scale.
• Innovation Leadership: Spearhead the development and deployment of cutting-edge customer experience solutions, staying at the forefront of industry trends and technological advancements.
• AI and Automation Strategy: Lead initiatives to enhance AI deflection and automation within customer interactions, partnering with the Education and Knowledge team to optimize these technologies for onboarding and support.
• Feedback and Continuous Improvement: Establish and manage robust feedback loops from onboarding and support experiences to product teams, driving continuous product improvements and enhancing the overall customer journey.
• Technical Oversight and Mentorship: Provide high-level technical guidance and oversight for the implementation of customer experience tools and systems, mentoring junior team members and fostering a culture of excellence.

Do you have the right ingredients*? (Requirements)

• 3-6 years of experience in architecting chat, phone, and/or CRM tooling, with a focus on both onboarding and customer support.
• Deep technical knowledge of chatbot development, phone systems, and SMS tools, with a proven track record of overseeing complex integrations and system implementations.
• Strong analytical skills with the ability to leverage data and insights to drive strategic decisions and continuous improvement.
• Proven leadership skills with the ability to mentor and guide team members, fostering a culture of excellence and continuous learning.
• Demonstrated ability to prioritize customer needs and create solutions that enhance the overall customer experience.
• Excellent collaboration skills to work effectively with cross-functional teams including product, operations, design, and customer experience.
• Excellent verbal and written communication skills to convey complex ideas clearly and effectively.
• Passionate about technology startups. Experience in an early stage technology startup.
• Undergraduate Degree

Special Sauce* (Nonessential Skills/Nice to Haves)

• In-depth familiarity with Intercom and/or Salesforce their  integration capabilities.

Our Spread* of Total RewardsWe strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

#LI-REMOTE

 

 

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.Pay Range$97,000—$155,000 USD

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.