Area Vice President of Core Product Onboarding

The Area Vice President (AVP), Core Product Onboarding reports to the VP, Head of Customer Onboarding and is responsible for leading customer activation of Toast’s POS platform and guest products across SMB, regional mid market, mid market, and enterprise. This leader will be working in close partnership with the Onboarding and Go To Market leadership teams to optimize our booked to live performance, activation levels, and quality of the customer experience. 

In this role, the AVP will run the team as their own business in partnership with their AVP counterparts, hold responsibility for all productivity, efficiency, and quality targets, drive customer and employee satisfaction, and improve upon and maintain processes and standards that will allow for team growth and scale.  The candidate will lead a team of approximately 2-3 AVPs, 5-6 directors and 15-20 onboarding managers and over 200 onboarding consultants across multiple segments of the business.

About this roll* (Responsibilities) 

• Establish and execute plans and strategies for ensuring the activation and revenue backlog is current and reflects the team performance required to meet OKR established financial and qualitative targets.
• Interview, hire, develop, and coach onboarding directors, managers, and consultants.
• Manage cross-functional relationships and customer expectations that contribute to a high level of customer service, activation velocity, and continuously improve upon an exceptional customer onboarding experience across the entire go live journey.
• Develop and implement processes and innovate ways to work smarter and happier that drive employee engagement and achieve eNPS goals.
• This candidate will be responsible for leading a multi-product onboarding effort including hardware, SaaS, and implementation logistics; a working knowledge of a multi-product onboarding process is required.

Do you have the right ingredients*? (Requirements)

• At least 5 years implementation or project management  experience in comparable industries, with 3 years in a people management position; people leadership experience is required.
• Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements.
• Experience in the restaurant and POS industry preferred with P&L and margin analysis experience.
• A drive to develop people, process, and technology in a fast paced, fast growing environment.

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

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