Senior Manager, Care Transformation at Toast

Job description

Toast creates technology to help restaurants and local businesses succeed in a digital world — helping owners operate, increase sales, engage customers, and keep employees happy. Role Summary The Senior Manager, Care Experience Management shapes how Toast delivers support to its customers — bridging Customer Care and Product & Engineering to drive meaningful, scalable improvements to the customer and agent experience. You thrive in ambiguity, love breaking down complex problems, and want to own high-impact work from idea through rollout. This is a highly visible role with direct influence on how we build, scale, and continuously improve. About this Roll* (Responsibilities) Discovery, Advocacy & Execution Serve as the primary voice of Customer Care with Product and Engineering — synthesizing frontline insights, customer feedback, and operational data into clear problem statements and actionable opportunities. Identify and prioritize high-impact improvements across the customer support experience, including process redesign, org structure, and automation. Embed early in product development to shape priorities, design decisions, and rollout strategies. Own end-to-end delivery of complex, cross-functional initiatives — translating ambiguous problem spaces into clear plans, milestones, and measurable outcomes. Define success metrics and track outcomes (CSAT, NPS, FCR, AHT, cost-to-serve). Provide clear, concise updates and recommendations to senior leadership. Technology & Tooling Enablement Partner with Product and Engineering to evolve contact center and support tooling. Lead initiatives involving automation, AI-assisted support, self-service, and knowledge management. Leverage AI tools to expedite insight, solutioning, and impact. Ensure solutions are grounded in real user needs and scale with Toast's growth. Change Leadership & Influence Lead adoption of new tools and processes through thoughtful rollout, communication, and training. Influence without authority across a broad set of stakeholders. Navigate trade-offs and competing priorities to drive progress. Team & Capability Development Build and develop a high-performing team. Establish strong operating rhythms, tools, and standards. Foster a culture of ownership, continuous improvement, and customer focus. Do you have the right ingredients*? (Requirements) Required 7+ years in consulting, operations, customer experience, or related roles. Demonstrated experience leading complex, cross-functional initiatives with significant business impact. Strong structured problem-solving and analytical skills. Experience with and enthusiasm for AI tools to drive productivity and impact. Experience working closely with Product, Engineering, or Technology teams. Ability to operate independently in ambiguous, fast-moving environments. Nice to Haves Background in management consulting. Experience in customer care or support operations. Familiarity with Agile or program management methodologies. Key Competencies Structured problem-solving · Ownership & bias for action · Senior stakeholder influence · Customer empathy · Data-driven decision-making · Clear communication AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy 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