Language Quality Program Manager

Toast is a powerful and easy to use all-in-one restaurant platform that helps restaurants grow their businesses and delight their guests in new and innovative ways. Our mission is to empower the global restaurant community to delight their guests, do what they love, and thrive. 

To help achieve this mission, Toast is expanding and growing into new countries. In 2025, we plan to deepen our presence & grow significantly in English-speaking markets like the United Kingdom, Ireland, and parts of Canada, but also plan to invest in a more inclusive, multilingual experience across our product and tools in the United States. The Senior Localization Program and Quality Manager will play a critical role in this investment by managing Toast’s localization programs, and by establishing language quality standards across the organization at Toast, and externally with our language service provider (LSP). 

This position reports to the Head of Localization, and is a unique opportunity for anyone who is inspired by building global-scale products and maintaining high language quality standards to ensure a native-feel user experience for all Toast users. 

The role is a hybrid LPgM/LQM role and will spend 50% of its time on localization program management and the other 50% on language quality management. If you are passionate about language quality, project management, and creating detailed and easily comprehensible workflow documentation, this is the position for you!

Location: This role is remote-friendly in the United States and Canada, but requires travel up to 10% of the time to visit cross-functional teams in Boston, Toronto, and Dublin.

About this roll* (Responsibilities) 

• Responsible for day-to-day project management for roadmap, ad-hoc, and continuous localization projects
• Interface with Toast stakeholders from request through delivery (and beyond, for continuous workflows)
• Interface with LSP for all translation and localization projects from request through delivery
• Create and maintain playbooks and documentation for localization workflows and language quality for all teams across the org, and for the LSP where required
• Become the guardian of language quality at Toast and create a robust language quality program based on MQM and other industry standards
• Manage glossary and style guide creation and changes across all target languages and content types
• Lead regularly-scheduled LQA and on-screen testing of high-visibility, user-facing content across product, marketing, customer education and more
• Help recruit and manage language lead contractors for Toast’s highest priority target languages
• Manage terminology and language quality arbitration between LSP, language leads, and SMEs
• Respond to internal and external language quality feedback and implement as appropriate
• Educate stakeholders about the localization process and language quality when first interacting

Do you have the right ingredients*? (Requirements)

• 5+ years experience as a localization program or language quality manager on the client-side, helping to build and optimize workflows for a variety of functions such as Product, Marketing, Customer Education, etc.
• Ability to split your time between program and quality management effectively, and to reprioritize your work as needed
• Passion for helping create inclusive, multilingual experiences for Toast’s customers and partners
• M.A. in Translation and Localization Management or related field (or equivalent professional experience)
• Native or near-native in English and at least one additional language
• Vendor management experience of LSPs
• Passion for building engaging localization process documentation/training for internal stakeholders and LSPs
• Language Quality Management Experience using MQM and other language quality best practices incl. design and management of on-screen testing processes
• Diplomacy skills during language quality discussions with LSP, Toast Subject Matter Experts, and Language Leads (arbitration, feedback, etc.)
• Experience with terminology and style guide management and related tools
• Experience working in cloud-based translation management systems, Phrase TMS and Strings in particular
• Experience managing language lead contractors
• Experience evangelizing internationalization and localization best practices to stakeholders
• Excellent verbal/written communication, analytical and organizational skills including the ability to adjust your communication style to your audience and provide all necessary context
• Ability to work well within a diverse, geographically distributed, multicultural environment
• Knowledge of restaurant and hospitality industry 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