Director, Care Experience Strategy

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