Director of Customer Onboarding
Director of Customer Onboarding
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Job Description
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. 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 purpose-built 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.
We are currently seeking an Onboarding Director to serve as a founding member of our Sydney office and ANZ Organisation.
The Onboarding Director reports to the Area Vice President of International Onboarding and leads customer onboarding and operations teams responsible for the successful activation of Toasts POS platform. Your teams will be own the post-sale service delivery of customer implementation activities including project management (collecting deliverables shipping hardware and scheduling key milestone dates) remote cloud-based configuration tasks to activate the core POS platform as well as additional modules and the successful facilitation of both onsite and remote appointments that support installation training and go-live support.
This leader will be working in close partnership with their peers in Onboarding and Go To Market leadership teams to drive market presence while optimizing our ratio of booked to live this role the Onboarding Director will run the team as their own to have ownership and accountability 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 especially taking regional nuance and differences into account. The candidate will lead a fast growing team of Onboarding Managers Onboarding Consultants Field Implementation Technicians and other operational roles across multiple territories throughout Australia and future geographic expansion.
If you are passionate about customers the hospitality industry and are excited at the prospect of joining a small growing team with lots of opportunities ahead and where you will have a direct impact on the future growth of our international business - read on!
This is a hybrid role located in Sydney. Candidates must live local to the Territory or be willing to relocate.
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 Consultants Onboarding Managers and other roles as required
- 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 customer 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; working knowledge of a multi-product operational process is required.
Do you have the right ingredients* (Requirements)
- At least 5 years management experience in comparable industries (software technology hospitality service delivery customer success) with at least 2 years in a departmental leadership position
- 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 hospitality or POS industry preferred with P&L and margin analysis
- Track record of high performance and success delivering consistent results and building culture of growth and development for the organization
- A drive to develop people process and technology in a high-growth environment
AI at Toast
At Toast were 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; its a core part of our culture.
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 are Toasters
Diversity Equity and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity believing that only through authenticity inclusivity high standards of respect and trust and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change Apply today!
#LI-DNP
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 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: 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 .
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Required Experience:
Director
Employment Type
Full Time
