Principal, Standard Work
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
At Toast we are passionate about creating raving fans and delivering an unparalleled customer experience and we believe that how we work is a key factor in delivering on that mission. As we continue to scale driving consistency and efficiency across our customer-facing teams has never been more critical.
As the Principal Standard Work youll operationalize how we solve customer problems ensuring every agent every customer and every AI-assisted interaction uses the best known way to resolve issues quickly and consistently. Youll partner across Knowledge Management Learning Product and AI teams to turn frontline expertise and customer insights into standardized workflows knowledge content and self-service tools that improve resolution times agent confidence and customer satisfaction.
This high-impact role reports to the Director of Standard Work and will play a critical part in scaling our Customer Success organizations ability to deliver fast consistent and high-quality outcomes for customers.
About this roll*
- Ability to use data and insights to prioritize opportunities with the greatest customer and business impact
- Execute the design documentation and deployment of standardized troubleshooting workflows and service playbooks across Care and Customer Success.
- Translate top-performer expertise and insights from customer interactions into scalable repeatable processes that improve speed accuracy and customer experience.
- Partner with Knowledge Management Learning and Product/AI teams to embed standard work into knowledge articles in-product guides training and AI-powered assist tools.
- Monitor adoption and impact of standard work initiatives through metrics like first contact resolution agent adherence and CSAT/NPS improvement.
- Partner with Root Cause and Process Engineering teams to feed insights from standard work into system-level process improvements.
- Lead change management and communication to ensure new standards are embraced and sustained by frontline teams.
- Contribute to the roadmap for continuous improvement by identifying high-impact areas where standardization drives measurable business outcomes.
Do you have the right ingredients*
- 68 years in operations customer success support or process improvement roles with hands-on experience improving how teams execute work.
- Strong process and systems fluency with experience designing documenting and optimizing workflows and translating them into scalable playbooks and training for cross-functional teams. Lean Six Sigma or equivalent experience preferred.
- Data-driven decision maker with the ability to measure and communicate ROI of standardization (e.g. faster resolution higher deflection improved CSAT).
- Proven ability to lead through influence building trust and alignment across diverse stakeholders to drive process improvements and shared outcomes.
- Excellent communicator who can simplify complex process work into clear actionable guidance for diverse audiences.
- Growth mindset and passion for continuous improvement with a bias toward practical high-impact execution.
AI at Toast
At Toast one of our company values is that 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 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 base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) benefits and equity (if eligible).
Key Skills
- Business Development
- Classroom Experience
- Dayforce
- Go
- Cloud Computing
- AWS
- Teaching
- Administrative Experience
- Leadership Experience
- negotiation
- SAS
- Data Analysis Skills
About Company
Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience.
