Senior Program Manager, Knowledge Tech & Innovation


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.

The Toast Education team strives to enable our customers, partners, and employees to thrive and empower the Toast community through engaging, impactful learning experiences. We achieve this by providing our customers and Toasters with the right education at the right time and in the right place. 

As a key player on the team, you’ll utilize your strong project management skills and experience managing knowledge tools to champion opportunities for innovation in our tech stack and processes while using technology to elevate the knowledge experience. You will be responsible for owning the technical and strategic roadmap for how we use our knowledge base to improve NPS and scale case deflection.

About this roll* (Responsibilities) 

  • Lead the knowledge tech program to make incremental improvements to the knowledge experience (from authoring to search optimization) for Toasters and customers
  • Partner with teams across the business to explore and test ways in which we can move knowledge from reactively answering questions to proactively serving up the correct answer 
  • Own the vision, strategy, and implementation of how AI transforms our written knowledge and live education 
  • Identifies opportunities within existing technologies or in new spaces where technology and/or process improvement positively impacts knowledge effectiveness and efficiencies
  • Define, implement, and monitor KPIs for GenAI projects tied to our knowledge base
  • Connect strategy, leverage GenAI, and experiment with new ideas to deliver an API-first knowledge platform 
  • Support Toast Now workstreams and future projects related to knowledge and tech innovation

Do you have the right ingredients*? (Requirements)

  • 8+ years of experience in project/program management, experience managing complex and technical projects required 
  • Proven track record in managing a mature knowledge base and driving measurable improvements at scale
  • Advanced knowledge of AI technologies, large language models, machine learning algorithms, and data analytics
  • Ability to see the big picture and problem-solve the root cause, not just the immediate symptom
  • Ability to communicate technical ideas while building a network of cross-functional relationships
  • Comfortable with the level of learning and ambiguity needed to navigate fast-evolving emerging technologies like AI
  • Proficient with tools such as Salesforce Service Cloud, Intercom, Contentful, or other CMS tools

Special Sauce* (Nice to Haves)

  • Self-motivated with a relentless “fixer” mindset
  • Familiar with and empathetic to the restaurant customer experience
  • Passion for research and …
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