Digital Customer Experience Operations Manager II
Remote-USA
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Hot off an IPO in 2021, Toast is investing heavily in R&D, including scaling core products, accelerating growth of emerging products, and incubating new products that can have a substantial impact on Toast’s long-term growth. We are searching for an operations-focused individual who thrives in problem-solving, working cross-functionally, and is able to identify opportunities in systems and processes that enable product teams to be more efficient.
About this roll* (Responsibilities)
- Strategic Leadership: Lead the strategy and vision for digital customer experience and operations, aligning with overall business goals and ensuring a seamless and integrated customer journey.
- High-Level System Integrations: Oversee and direct the integration of advanced systems such as Salesforce and Intercom, ensuring robust and scalable solutions that enhance the overall customer experience.
- Customer Insights and Analytics: Utilize advanced analytics and data-driven insights to inform strategic decisions, continuously improving the customer experience through data-backed methodologies.
- Experience Architecture: Develop and implement best-in-class, innovative customer experience architectures across chat, phone, and SMS tools, driving efficiency and high-quality interactions at scale.
- Innovation Leadership: Spearhead the development and deployment of cutting-edge customer experience solutions, staying at the forefront of industry trends and technological advancements.
- AI and Automation Strategy: Lead initiatives to enhance AI deflection and automation within customer interactions, partnering with the Education and Knowledge team to optimize these technologies for onboarding and support.
- Feedback and Continuous Improvement: Establish and manage robust feedback loops from onboarding and support experiences to product teams, driving continuous product improvements and enhancing the overall customer journey.
- Technical Oversight and Mentorship: Provide high-level technical guidance and oversight for the implementation of customer experience tools and systems, mentoring junior team members and fostering a culture of excellence.
Do you have the right ingredients*? (Requirements)
- 3-6 years of experience in architecting chat, phone, and/or CRM tooling, with a focus on both onboarding and customer support.
- Deep technical knowledge of chatbot development, phone systems, and SMS tools, with a proven track record of overseeing complex integrations and system implementations.
- Strong analytical skills with the ability to leverage data and insights to drive strategic decisions and continuous improvement.
- Proven leadership skills with the ability to …
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Benefits/PerksBenefits programs Cash compensation Competitive compensation Competitive compensation and benefits Competitive compensation and benefits programs Equity Flexibility Healthy lifestyle Total Rewards package Total rewards package goes beyond great earnings potential
Tasks- Continuous Improvement
- Customer Insights
- Strategic leadership
AI Analytical Analytics Automation Chatbot Development Communication CRM Customer Support Design Intercom Leadership Onboarding Operations Problem-solving R Salesforce Technical Guidance Technology
Experience3-6 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9