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Senior Manager, Software Configuration

| Greater Boston Area


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
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.
Toast values candidates with varied backgrounds — and these 3 employees prove it
Watch

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an Implementation Engineer, moved into instructional design, and now I am in my dream role as a Product Manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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