Senior Product Manager - Knowledge Services

Reposted Yesterday
Hiring Remotely in US
Remote
132K-211K Annually
Senior level
Cloud • Fintech • Food • Information Technology • Software • Hospitality
We empower the restaurant community to delight guests, do what they love, and thrive.
The Role
The Senior Product Manager will optimize business processes and delivery systems in knowledge management, leading teams to improve customer experiences and achieve strategic goals.
Summary Generated by Built In

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.   

Our customers and our team of Toasters depend on knowledge and education to be successful. Easy creation, delivery and consumption is essential to our shared success.    

Toast is looking for an analytical, technical, and motivated team player to bring our company’s top strategic and operational objectives to life. You will transform and align business processes using technology and systems, acting as the interface between our various functional teams and our business systems teams. You will work closely with cross-functional stakeholders to understand and surface their challenges, help identify potential solutions, translate business requirements into functional requirements, and work with the technical team to deliver the solutions. In this role you will drive the optimization of processes and solutions across all of our knowledge properties.  You will be an expert on how data flows in our system from multiple sources, and be able to articulate solutions that achieve key business outcomes. You will play a critical role in helping build scalable processes that can power and support our exponential growth as the leading player in restaurant technology.

About this roll* (Responsibilities) 

  • Support the design and implementation of business processes improvements across all of our knowledge properties (Knowledge Base, LMS, Communities and others…), while working with cross-functional teams (CS, Education, Customer Experience, Customer Care, Data, etc).
  • Drive future-state product recommendations through current-state use cases and process flows
  • Work closely with the senior leaders (VP+) & teams supporting our knowledge platforms (Salesforce, Certiverse, Workramp, Coveo, Intercom, Khoros) to understand future capabilities, areas for improvement, and ownership of the product from a functional point of view
  • Lead a scrum team to deliver on time, feature-rich, high-quality, successful releases - you will own the technical roadmap and provide point-of-view on prioritization and criticality based on interviews and business understanding
  • Develop, measure and analyze metrics to inform and drive our KPIs 
  • Have a strategic mind for the areas of potential risk -- deftly coming up with forward-looking ideas on how to prevent issues from arising
  • Understand various options to solving problems and strategize appropriately to prioritize based on complexity and business benefit
  • Partner with the business to drive monthly product and program updates, as well as quarterly business reviews - anchored in customer outcomes and business impact

Do you have the right ingredients*? (Requirements)

  • 7+ years of Product Management experience, focusing on Customer Success & knowledge platforms
  • Demonstrated experience applying knowledge management best practices, designing optimal customer journeys and delivering employee enablement.   
  • 3+ years of experience with knowledge system technologies in a multi-tool ecosystem (AI exposure/ experience preferred)
  • Demonstrated experience of solving complex problems using a data-driven approach
  • Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions, and team results
  • Excellent communication skills and ability to translate business and technical languages to senior executives and front line teams
  • Architecture mindset with desire to understand how things are connected
  • Critical thinking capabilities to see beyond the initial problem presented
  • College degree or equivalent, Computer Science or Product Management Concentration 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


#LI-REMOTE

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

$132,000$211,000 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

AI
Certiverse
Coveo
Intercom
Khoros
Salesforce
Workramp

What the Team is Saying

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The Company
HQ: Boston, MA
5,000 Employees
Hybrid Workplace
Year Founded: 2011

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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About our Teams

Toast Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
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