Director of Process Engineering

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. 

At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience - and we believe that how we work is a key factor in delivering on that mission. As we continue to grow, scaling how we operate across teams, products, and systems has never been more important. As the Director of Process Engineering, you’ll build and lead a new function focused on redesigning critical processes across the customer lifecycle, from acquisition through renewal and support. You’ll partner across Sales, Marketing, Finance, Legal, Customer Success, and beyond to streamline the way work flows, eliminate friction, and design scalable systems that enable us to deliver better outcomes for customers and employees alike.

This high-impact role reports to the Senior Director of Operational Excellence and will serve as a key leader in Toast’s next phase of customer and operational transformation.

A day in the life (Responsibilities) 

• Build and scale Toast’s Process Engineering function from the ground up - establishing the strategy, roadmap, and operating model for how Toast designs and continuously improves its cross-functional processes.
• Lead a team of process experts who map, analyze, and redesign high-impact workflows (e.g. renewals, downsells, account cancellations) across the customer lifecycle.
• Orchestrate cross-functional redesigns by partnering with Sales, Support, Product, Marketing, Finance, and Legal to deliver end-to-end process improvements that reduce cycle time and improve both employee and customer experience.
• Identify and eliminate operational waste that drives up cost-to-serve and creates customer friction - removing redundant steps, automating manual work, and streamlining handoffs to deliver faster, more efficient outcomes.
• Define and own enterprise-wide process KPIs, tracking metrics like cycle time reduction, handoff error rates, process capacity, and cost-to-serve to demonstrate measurable impact.
• Embed a culture of continuous improvement by coaching teams and leaders on structured methodologies (Lean, Six Sigma, process mapping) and building frameworks that balance operational efficiency with customer impact.

What you'll need to thrive (Requirements)

• 10+ years in process engineering, operations, or transformation leadership, with a proven track record of designing and scaling enterprise-wide process improvements.
• Expertise in process improvement methodologies - process mapping, value stream analysis, workflow optimization, root cause elimination. Lean/Six Sigma Black Belt certification strongly preferred.
• Demonstrated ability to drive measurable impact - faster resolution times, lower cost-to-serve, reduced error rates, and increased customer satisfaction (NPS/CSAT).
• Exceptional stakeholder management skills, with demonstrated ability to influence and align senior leaders across multiple functions.
• Proven ability to drive accountability without direct authority, securing commitments from cross-functional teams and holding them to aggressive timelines and deliverables.
• Excellent communicator who can translate complex process work into clear, audience-appropriate narratives - whether rallying execution teams or influencing executives with strategic impact-driven narratives.
• Strong analytical and systems-thinking mindset, with a bias for action and delivering results.
• Growth-oriented leader with experience building and scaling teams, bringing clarity, influence, and accountability to complex, matrixed environments.

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 to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits