Toast is a rapidly growing startup building the first all-in-one restaurant management software platform. Toast’s Android tablet based system helps restaurants operate more efficiently and connect with their customer base in new and innovative ways. We’re growing fast and have a customer base comprised of cafes, restaurants, bars and nightclubs across the country. We work hard and care about our customers’ success. We move fast and have a lot of opportunity for career growth, so if you’re passionate about your work and want to be in a fun and growing industry, join us!

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Design optimal coherent and streamlined customer journey(s) across various restaurant segments including all customer touch points
• The individual is responsible for working collaboratively with multiple teams across the business, to design and develop improvements to the customer journey
• Delivers own small-scale or medium-scale projects by working with a program management framework
• Internal thought leader on customer experience excellence
• Must have good commercial aptitude and the ability to work within a complex matrix environment. This is a high profile role, regularly working with the leaders across the organization and will be highly visible within the business.
• Drive the correct prioritization of customer journey improvements
• Work closely with the customer insights analyst and the customer success operations (within same team) and customer marketing to bring all improvements to life

Supervisory Responsibility:

None

Work Environment:

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, specific dedicated Toast POS hardware equipment. This role works closely with all departments across Toast. Must have the ability to work with minimal supervision. Should have a strong spirit and energy to provide the best support in the restaurant industry. Must be comfortable working in an entrepreneurial environment, with a self-directed attitude and work ethic.

Expected Hours of Work:

This position regularly requires long hours and frequent weekend work.

Travel:

10-20% travel

Required Education & Experience:

• 5+ years consulting, customer success, customer marketing or customer experience
• Experience successfully leading through influence
• Strong customer centric experience
• Excellent communication, interpersonal and writing skills
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
• Strong project management skills and an ability to multitask without getting frazzled
• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together