Digital Customer Experience Operations Manager II

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 …