Toast
We power successful restaurants.
Boston, MA

Senior Manager, Software Configuration

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We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.


Job Overview: 

The Senior Software Configuration Manager is responsible for managing multiple teams that are directly focused on enhancing the customer experience. This team is focused on the customization of each customer’s menu, peripheral modules, and providing them with a raving fan customer experience. You will execute on strategic plans to increase efficiency and effectiveness within the separate teams, provide ongoing coaching and support of team managers to ensure the service resources attain both the productivity and delivery quality targets outlined by the business. Process improvement and streamlining teams are key requirements for this role.


What you will do:

  • Responsible for leading a team upwards of 20 employees who are focused on ensuring the customers are set up for an optimal experience prior to go-live, by uploading, editing, and finalizing menus for each customer.
  • Responsible for creating metrics, and OKR’s that will give the team the visibility and ability to hit goals, and continue to scale the business.
  • Directly responsible for defining processes that will allow the team to move at a more efficient pace, and a more agile direction.
  • Perform weekly or bi-weekly 1:1 and annual performance reviews for direct reports
  • Create a culture of success and ongoing business/goal achievement
  • Manage customer expectations and contribute to a high level of customer satisfaction
  • Focus on the creation and evolution of processes to ensure greater efficiency, often utilizing direct feedback from the team
  • Handle escalations and high priority customers to ensure a high level of satisfaction


Do you have the right ingredients?

  • Ability to lead employees to meet business expectations from a quality, productivity, and goal accomplishment standpoint
  • Track record of problem solving and customer management
  • Maintain transparent communication within organization and cross departmentally
  • Coach, train, and develop all team members, and perform regular check in’s with them
  • Work with customers and peers to understand scope of projects and ensure they are completed with high quality by defined deadlines
  • Coordinate team initiatives to engage employees outside of their typical role
  • Enable interdepartmental communication and development to create clear and possible career growth paths for employees
  • Navigate multiple communication pathways to monitor the pulse of the team and prioritize escalations and inquiries
  • Find comfort in an ever changing, high demand, fast paced corporate structure


Do you have the right ingredients?

  • 3-5 years of people management experience
  • Excellent customer service skills required
  • Strong phone, listening, and presentation skills
  • Excellent follow up and problem solving skills
  • Strong computer skills
  • Ability to multi-task in a high-volume environment and is results oriented to deliver an outstanding customer experience
  • Excellent written and verbal communication skills required
  • Thrive in a team environment
  • Salesforce.com experience a plus
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What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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