Job Overview

  • Job Title Customer Care, Strategy & Innovation Lead
  • Hiring Organization Toast, Inc.
  • Company Website https://pos.toasttab.com/
  • Remote Locations US
  • Job Type  Remote, Full-Time

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!

Job 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

Job 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

How To Apply

Click “Apply” below to fill in the application form!

More Information

  • Remote Job Location Anywhere
  • Salary Offer to be discussed
  • Experience Level Senior Level
  • Education Level Non Specific
  • Working Hours to be arranged (full time based )
  • Job Application Via Custom Application Page