Senior Manager, Care Transformation

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. Nice to Haves Background in management consulting. Experience in customer care or support operations. Familiarity with Agile or program management methodologies. Key Competencies Structured problem-solving · Ownership & bias for action · Senior stakeholder influence · Customer empathy · Data-driven decision-making · Clear communication AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy 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 . The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy . Zone A $151,000 — $242,000 USD Zone B $131,000 — $210,000 USD Zone C $118,000 — $189,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working 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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast 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.