Manager, Care Strategy & Innovation

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Toast is looking for a Manager, Customer Care Strategy & Innovation with strong analytical skills to partner with our Care leadership team and scale our growing support org. The ideal candidate will be technical, fluent in data, and love optimizing processes that allow us to operate at scale and improve the customer experience. You will deeply understand current state workflows for Care’s work and workforce distribution, build a multi-year plan that optimizes how Care handles case volume with the customer experience top of mind, and connect strategic initiatives and campaigns across teams. This is a highly cross-functional role spanning Business Systems, multiple teams within Care (Workforce Management, Quality Assurance, Analytics), and other Customer Success groups.

About this roll* (Responsibilities) 

• Be a data-driven subject-matter expert (SME) embedded to all parts of Care such as customer-facing support, workforce management, training, and quality assurance

• Lead strategy and drive a multi-year plan for Care’s future work distribution (i.e. Tier 1 vs. Tier 2 vs. Tier 3 / Escalations, Internal vs. business process outsourcing (BPO), etc.)

• 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

• Partner closely with Research & Development (R&D) on support tooling innovation

• Gather insights and guide critical business decisions through detailed data analyses requiring multiple large datasets

• Meet with cross-functional leaders regularly to identify gaps and opportunities to evolve and define, codify, and build new processes and programs

• Eventually manage a team of 2-3 individual contributors (ICs) and operate as a player coach

Do you have the right ingredients*? (Requirements)

• BA/BS degree preferred, MBA a plus, but not required

• 6+ years of relevant work experience in strategy & operations and / or management consulting

• Familiarity operating in business intelligence (BI) tools: reporting/visualization (Tableau), analysis (Excel, Google Sheets), summarizing (slides, pivot tables, charts)

• Effective, clear, and concise presentation and communication skills, verbal and written

• 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

• 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$119,000—$190,000 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