Additional Information
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.
Toast · Worldwide