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.

Toast is on the lookout for a highly skilled individual with a knack for problem-solving and a passion for driving efficiency in scaling support operations. As a key player in our Care Strategy & Innovation team, you'll utilize strong analytical and project management skills to identify opportunities for innovation in systems, processes, and tools and use technology to elevate the Customer Support Experience. If you thrive in a collaborative environment, love driving cross-functional work streams to enhance our customer support forward and enjoy building scalable processes while improving the customer experience, let's shape the future of our support organization together!

About this roll* (Responsibilities) 

• Lead strategic transformation initiatives to drive a multi-year plan for reimagining how Care operates by leveraging new technology (including Generative AI). 
• Gather insights and guide critical business decisions through detailed data analyses requiring multiple large datasets
• Be a data-driven subject-matter expert (SME) embedded in all parts of Care to understand how agents work, how to make them more effective, and the data and technology agents use to solve customer problems.
• Partner closely with Research & Development (R&D) on support tooling innovation
• Collaborate with peers within Care as well as cross functional to drive key decisions, get alignment, make progress on key objectives

• Meet with cross-functional leaders regularly to identify gaps and opportunities to evolve and define, codify, and build new processes and programs
• Lead design, development, and user acceptance testing (UAT) to scale apps to drive automation of agent workflows and data support that allows teams to drive a better customer experience and up-sell options
• Act as an informal mentor to more junior members of the team

Do you have the right ingredients*? (Requirements)

• 6+ years of experience in project/program management, experience managing complex technical projects required
• Experience leveraging data to drive executive decision making
• Exceptional problem solving skills and demonstrated ability to structure complex questions and propose innovative solutions
• Proven track record of autonomy, prioritization of deliverables, and influencing decisions with data-driven analyses
• Strong analytical skillset with experience operating in business intelligence (BI) tools: reporting/visualization (Looker/Sigma), analysis (Excel, Google Sheets), summarizing (slides, pivot tables, charts)
• Strong project management / organizational skills 
• Ability to operate in an ever-changing environment and navigate ambiguity
• Effective, clear, and concise presentation and communication skills, verbal and written
• High-energy, team-first, positive attitude

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$108,000—$173,000 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.