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.

As a Care Enablement Program Manager, you will manage programs enabling and developing our 1,500+ Customer Support team. Toast is constantly innovating and launching new products to make our customers' lives easier and new processes to enhance the effectiveness of our support team; your role will be critical in ensuring that our agents (both internal and at BPOs) are prepared and contribute meaningfully to making these launches successful.

This is a highly cross-functional role where you will work with Education, Care Strategy, and Care Operations teams to deliver high-quality programs. You will support prioritization strategies, work with learning design teams to determine enablement methods and approaches based on campaign complexity and level of change, and align on approach with Care Strategy & Operations. You will also need to measure program performance, existing processes, and workflows to identify areas of improvement.

You’ll assess your programs and identify actionable data and insights to communicate to front-line managers and stakeholders to help support our agents and manager in having the right tools, resources, and training at the right time to enhance the customer experience.

About this roll* (Responsibilities) 

• Program Management: Internally and for BPO’s, maintain frameworks to manage performance for agents and their leaders. Work with product and education teams to prioritize launches that align with company goals while ensuring frontline teams can effectively support the launches. Regularly assess individual and team performance against established KPIs. 
• Team Support: In partnership with learning design and product, focus on removing redundancies, process improvement, increasing visibility, and enhancing overall effectiveness. Lead problem solving sessions to determine why processes are not capable of meeting requirements
• Data Assessment: Review data and identify areas for improvement. Deliver insights to stakeholders through routine reporting and communication. 
• Enablement: In partnership with the People Excellence team, identify skill gaps within the agent and manager populations, recommend resources and training to enhance team performance, and provide constructive feedback to leaders for continuous improvement. 
• Business Reviews: Work with managers and agents to gather data and feedback to measure and report on program effectiveness to leadership. Provide insights for strategic decision-making and recommend/consults on implementation of actionable improvements. 
• Subject Matter Expert: As your work evolves,provide guidance to the Care Enablement team and stakeholders through regular program reviews, anecdotal feedback, and data-informed insights.

Do you have the right ingredients*? (Requirements)

• 3-5 years of program management experience within customer success, sales or implementation enablement  in a fast-paced environment 
• Effective communication skills to present data, reports, and performance insights to leadership and team members.
• Demonstrated experience in supporting training or enablement programs, analytical thinker with interpersonal skills
• Experience managing multiple projects concurrently, success driving measurable results from effective program management, communication and reporting strategies, ability to work autonomously
• Experience in succeeding in highly cross-functional roles, and history of successfully driving your team’s priorities 
• Experience with Salesforce Service cloud highly preferred
• Thrive working in a fast-paced, ever-changing environment with ambiguity
• Passionate about the learner experience and always looking for ways to improve skills and learn new things
• 5-10% travel required

Our Spread of Total Rewards

We 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

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$80,000—$128,000 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.