Director Care Experience Strategy
Director Care Experience Strategy
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Job Description
Toast is driven by building the allinone 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. Were 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 purposebuilt for restaurants by restaurant people restaurants can trust that well 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. Were building the restaurant platform that connects guests operations and commerce and were 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 highimpact 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.. Youll collaborate closely with crossfunctional teams including analytics product training and enablement Care operations and workforce management to translate customer needs into actionable strategies processes and tooling advancements.
What Youll 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.
- DataDriven 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 customercentric 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 selfservice solutions.
- CrossFunctional Collaboration: Lead highprofile projects tied to Cares 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 customercentricity.
Do you have the right ingredients* (Requirements)
- 710 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 problemsolving skills with strong proficiency in data analysis BI tools and spreadsheets.
- Proven ability to influence and collaborate with crossfunctional teams.
- Customercentric mindset and passion for delivering exceptional Customer Care experiences.
- Excellent communication and presentation skills.
- Ability and desire to thrive in a fastpaced environment.
Special Sauce (NicetoHave 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 puns encouraged but not required
Diversity Equity and Inclusion is Baked into our Recipe for Success
At Toast our employees are our secret ingredientwhen they thrive we 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 inperson 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: 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 .
Required Experience:
Director
Employment Type
Full Time
