Director, Care Analytics
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
About Toast
At Toast were building the restaurant platform that helps restaurants adapt take control and thrive. The Care organization plays a pivotal role in providing customers with a best in class experience and were embarking on a transformation to drive operational rigor balanced with a customer-first mindset.
Role Overview
The Director Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team. You will be the authority on the data that drives our support organization responsible for turning support contacts into actionable insights that improve efficiency reduce friction and enhance the customer experience.
In this role you will lead the evolution of the Care analytics function establishing a culture of rigorous performance measurement and data governance. You will partner closely with Finance Workforce Management and Data Infrastructure to champion a KPI system to act as a source of truth for the organization. This will ensure that operational data is not only accurate but accessible and transparent to stakeholders at every level.
You will serve as the primary strategic guide to the Care leadership team transforming complex datasets into clear actionable recommendations. By defining critical KPIs and delivering deep-dive analyses on agent performance contact drivers and the support experience you will empower leadership to make experiential operational and financial decisions with confidence.
About this roll (Responsibilities)*
- Proactive Strategy & Vision: Bring a forward-looking innovative perspective to identify emerging trends and future opportunities that will shape the long-term Care roadmap moving beyond current performance to drive new value for the business.
- Strategic Leadership & Influence: Partner with Care executives to build data-driven prioritization frameworks that inform the planning and sequencing of strategic initiatives. Lead high-level discussions with key stakeholders to align on insights recommendations and the definition of success.
- KPI Governance & Source of Truth: Own the definition target setting and governance of Care key metrics. Establish the source of truth for the organization ensuring strict alignment with Finance Workforce Management Care Strategy and Operations teams.
- Actionable Insights & ROI: Move beyond reporting to proactive insight generation. Use a business-case mindset to calculate the ROI of proposed recommendations understanding the key assumptions required for success. Determine the right blend of speed versus depth in analysis to match business challenges with the right data points.
- Team Development: Build manage and mentor a high-performing team of analysts. Foster a culture that blends technical data skills with strong business acumen and a customer-focused mindset.
- Cross-Functional Collaboration: Act as the bridge between Care and the broader Toast ecosystem. Work with Product and Engineering teams to understand how upstream changes impact Care data and support the sourcing of new data streams.
- Operational Rigor: Lead deep technical analysis to identify opportunities for efficiency and guide the Care roadmap specifically measuring the impact of pilots and new initiatives.
Do you have the right ingredients (Qualifications)*
- 8-10 years of experience in Analytics Business Intelligence or Data Science.
- 4 years of leadership experience specifically managing high-performing analytics teams.
- Strong technical literacy in SQL and data visualization tools (e.g. Snowflake Hex Looker Tableau Sigma).
- Proven experience presenting to executive leadership and translating complex data into business strategy.
- Must have experience working with customer data: Customer Support Operations Customer Service Customer Experience CRM.
- Track record of solving ambiguous business problems and managing competing priorities.
- Bachelors Degree required; Masters or MBA preferred.
The 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).
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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For roles in the United States it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Required Experience:
Director
Key Skills
- Adobe Analytics
- Data Analytics
- SQL
- Attribution Modeling
- Power BI
- R
- Regression Analysis
- Data Visualization
- Tableau
- Data Mining
- SAS
- Analytics
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.
