Business Operations Manager

| Greater Boston Area

The Business Operations Manager will be responsible for preventing and actively resolving billing issues. This person would help address one of the most pressing challenges at Toast, and immediately make and impact on customer and employee NPS. This is a new role at Toast, with comes with it the exciting and unique ability to shape the structure of the team, the people on the team, and the approach/processes followed by the team.

This challenging role requires structured thinking and detailed data and process analysis to identify issues before they manifest. Also critical will be the ability to problem solve and resolve issues as they arise, as well as communicate solutions directly to the customer. This person must be passionate about serving and helping our customers. They must also be able to work cross-functionally with internal partners such as other Business Operations team, accounting, customer success, support, and information systems. In all of the above activities, they will be responsible for setting up processes that allow this line of the business to scale efficiently with our tremendous growth. This person would be managing a team of 3-5 individuals.

What you will do:

  • Develop a structured approach to identify potential billing issues
  • Develop internal processes and standard operating procedures for different scenarios
  • Manage team that will address issues; ensuring work is completed accurately and in a timely fashion
  • Identify consistent errors and create ongoing education for teams where errors originate
  • Train support team to handle basic billing questions from customers
  • Work directly with team-members and customers to resolve complex billing issues, interacting directly with customers in doing so
  • Ensure team members align with SLAs
  • Work closely with restaurant success managers and support to understand customer pain points and develop solutions to address them
  • Work with partner teams (e.g. Biz Ops, accounting, financing) to change processes as needed
  • Hire team members, and develop roles and responsibilities for the team

Do you have the right ingredients?

  • 4+ years of experience working in a role that required a mix of analytics/process improvement and stakeholder/customer engagement
  • Passion for customers
  • Experience managing a team
  • Attentive to detail and goal oriented
  • Strong communicator with an ability to work with customers and stakeholders
  • Experience working in SalesForce,NetSuite, or other similar SaaS based ERP and CRM systems
  • Proficiency in SQL or similar languages
  • Billing-related experience


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • 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.

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

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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