Account Operations Senior Manager

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.

The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Senior Manager actively supports the productivity goals and success of this essential team.

If you are located in Boston, MA or Omaha, NE, you will work hybrid 2 days a week in the Toast office.

About this roll* (Responsibilities)

• Lead a team of 4+ Managers to deliver exceptional customer experience with live Toast customers.
• Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
• Help define new performance metrics that improve the customer experience and shorten turnaround time
• Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans.
• Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey.
• Constantly identify new and improved ways to deliver delight across customers.
• Create professional development opportunities, team engagement, product training and change leadership with evolving responsibilities.
• Work with implementing and improving reports, workflows, dashboards, emails templates the team communicates more.
• Handle escalated customer issues directly from Toast’s Senior Leadership Team.
• Manage the use of Salesforce, NetSuite, Five9 and all related applications.

Do you have the right ingredients?* (Requirements)

• 10+ years in Customer Success or SaaS based roles
• 5+ years experience successfully leading & managing teams
• Willingness to travel to Toast international offices (approx. 5% travel)
• Experience working on large cross-functional initiatives with other departments
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

Special Sauce*(Nice to have skills)

• Restaurant, SaaS or FinTech experience is a plus.

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), benefits, and equity (if eligible).

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

------

For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Originally posted on Himalayas