Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. 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 a rapidly growing SaaS company powering restaurants of all sizes. We're building the restaurant platform that connects guests, operations, and commerce, and we're looking for a strategic and analytical leader to join our Customer Care team and drive exceptional Customer Care experiences.
About this roll*: (Responsibilities)
As the Director, Care Experience Strategy, you will be at the forefront of our customer support transformation. We are reinventing how we deliver support to our customers and in this role you will be leading the design, test and scale of that strategy. This high-impact role involves developing the strategy and vision for how we serve customers in Care to drive a different experience by using innovative technologies, leveraging data driven insights, and testing and learning.. You'll collaborate closely with cross-functional teams, including analytics, product, training and enablement, Care operations, and workforce management, to translate customer needs into actionable strategies, processes, and tooling advancements.
What You'll Do
- Strategic Leadership: Define and oversee implementations of a holistic Care experience strategy, encompassing how we deploy different channels (phone, chat, SMS), how we organize our teams, how we connect customers with the right Toaster to solve their issue, and the tools we provide our people to deliver a best in class experience.
- Data-Driven Decision Making: Partner the analytics team to use data driven insights, develop measurement plans and lead prioritization discussions based on expected impact.
- Innovation Culture: Develop an operating model for how Care can continuously ideate, prioritize, test and learn, and scale new ideas and strategies.
- Operational Excellence: Design and implement efficient and customer-centric Care processes, ensuring seamless customer interactions and optimal agent performance.
- Technology Integration: Collaborate with product teams to translate Care strategies into technology requirements, driving the development of agent tools and self-service solutions.
- Cross-Functional Collaboration: Lead high-profile projects tied to Care’s OKRs, managing timelines, risks, and decisions across the Care ecosystem of teams
- People Leadership: Manage and mentor a team of 5 strategists, fostering a culture of innovation and customer-centricity.
Do you have the right ingredients*? (Requirements)
- 7-10 years of experience in management consulting, corporate strategy, or analytics.
- 3+ years of people management experience.
- Demonstrated experience with a combination of customer service strategy, process design, analytics, and product development.
- Strong analytical and problem-solving skills, with strong proficiency in data analysis, BI tools, and spreadsheets.
- Proven ability to influence and collaborate with cross-functional teams.
- Customer-centric mindset and passion for delivering exceptional Customer Care experiences.
- Excellent communication and presentation skills.
- Ability and desire to thrive in a fast-paced environment.
Special Sauce (Nice-to-Have Skills)
- Experience with AI tools, CRM systems, RPA implementation.
- Experience with process optimization methodologies and frameworks (e.g., Lean, Six Sigma).
- Experience with analytics tools and languages (e.g., SQL, R, Python, Snowflake, Tableau)
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
$162,000—$259,000 USD
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].
Top Skills
What the Team is Saying
What We Do
Toast is the all-in-one platform built for restaurants of all sizes. Toast provides a single platform of software as a service (SaaS) products and financial technology solutions that give restaurants everything they need to run their business, including point of sale, payments, supplier management, digital ordering and delivery, marketing and loyalty, and team management. By serving as the restaurant operating system across dine-in, takeout, and delivery channels, Toast helps restaurants increase revenue, streamline operations and deliver amazing guest experiences.
Why Work With Us
Our recipe for an awesome workplace:
One splash of friendship
A dollop of impact
A sprinkle of no hierarchy &
A heavy spoonful of individuality
Mix these ingredients in a fast-paced and hardworking environment. Best paired with a side of interesting people who always bring their whole selves to work.
*100% Sunday scary free
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Toast Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
