Principal Product Manager, Support Experience - Remote

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.

As the Product Manager for the Toast Support Experience you’ll work closely with a Design lead, Engineering lead, a Care Ops lead, an AI lead, and a team of dedicated engineers to design, launch, and scale the future of the Toast Support experience. We’re a scaling team in the midst of building the strategy and vision of AI-led support at Toast. We operate like a small startup with high ambitions and a focus on experimentation, testing, and iteration. 

About this roll* (Responsibilities):

• You are obsessed about customers and their needs. You love solving complex problems and scaling simplicity for customers and for internal teams. You are grounded in user feedback, cross-functional partnership, and can translate customer and user needs and product vision into world-class operations and experiences.
• You have a proven track record of building and shipping experiences that include user-facing surfaces as well as internal operational workflows. You understand the power of AI, chat as a form factor, and the ways in which new technologies can transform existing use cases and customer needs.
• Own and drive the roadmap for Toast’s support experience, reimagining how restaurant managers interact with Toast, how support agents deliver a world-class experience, and how we can use AI to improve both
• Work closely with designers, developers, and operations to concept, prototype, ship, measure, and improve both product features and operational workflows
• Define both a product strategy and detailed product requirements
• Research and get to know customers (internal and external) directly through close collaboration with sales and customer …