Oh Snap!
This job is no longer active - but you can still view the details below.

Business Operations Manager

| Greater Boston Area
Apply now

The Billing Operations Manager role will oversee a team that will be responsible for billing customers and managing customer issues on billing. This person would facilitate ongoing process and system improvements to scale with growth and ensuring high customer experience and NPS. This is a new role at Toast, and provides a great opportunity to demonstrate leadership skills in building and challenging a high performing team and managing with metrics.

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 managers, accounting, customer success, support, and information systems. In all of the above activities, they will be responsible for setting up processes that allow the billing operations to scale efficiently with our tremendous growth. This person would be managing a team of 3-5 individuals.

Responsibilities:

  • Develop internal processes and standard operating procedures & SLAs for different scenarios
  • Manage the transactional billing team; ensuring work is completed accurately and in a timely manner
  • Develop a structured approach to identify potential billing issues and develop a scalable resolution process
  • Leverage other teams such as customer support, as needed, to support the growth by providing suitable training
  • Manage communication process with customers to resolve complex billing issues while ensuring a great customer experience
  • Manage the team with KPIs to ensure they are in line with established SLAs
  • Work closely with restaurant success managers and support to understand customer pain points and develop scalable solutions to address them
  • Work with partner teams (e.g. operations, accounting, operational excellence) to change processes as needed
  • Build a high performing team, develop roles and responsibilities for the team and structure them for success

Requirements:

  • 4+ years of experience working in a role that required a mix of analytics/process improvement and stakeholder/customer engagement
  • Passion to achieve positive customer experience
  • Experience managing a high performing team
  • Good attention to detail and results oriented performance
  • Strong analytical skills to manage and report on large volume of data and KPIs
  • Strong communicator with an ability to work with customers and stakeholders

Bonus Skills:

  • Experience working in SalesForce,NetSuite, or other similar SaaS based ERP and CRM systems
  • Proficiency in SQL or similar languages
  • Billing-related experience


Read Full Job Description
Apply now
loading ...
Emailed

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
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
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
Remote Work Program
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
Online course subscriptions available
Customized development tracks
More Jobs at Toast147 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
Boston
Marketing
new
Boston
Developer
new
Boston
Developer
new
Boston
Finance
new
Boston
Sales
new
Boston
Sales
new
Boston
Developer
new
Boston
Operations
new
Boston
Design + UX
new
Boston
Finance
new
Boston
Sales
new
Boston
Sales
new
Boston
Product
new
Boston
Operations
new
Boston
Design + UX
new
Boston
Finance
new
Boston
Finance
new
Boston
Developer
new
Boston
Sales
new
Boston
Project Mgmt
new
Boston
Operations
new
Boston
Finance
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
Design + UX
new
Boston
Product
new
Boston
Marketing
new
Boston
Developer
new
Boston
Design + UX
new
Boston
Data + Analytics
new
Boston
Operations
new
Boston
Developer
new
Boston
Developer
new
Boston
Finance
new
Boston
Developer
new
Boston
Finance
new
Boston
HR
new
Boston
Internships
new
Boston
Developer
new
Boston
Marketing
new
Boston
Operations
new
Boston
Operations
new
Boston
HR
new
Boston
Project Mgmt
new
Boston
HR
new
Boston
Developer
new
Boston
Developer
new
Boston
Operations
new
Boston
Project Mgmt
new
Boston
Operations
new
Boston
Product
new
Boston
Finance
new
Boston
Project Mgmt
new
Boston
Operations
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
Data + Analytics
new
Boston
Operations
new
Boston
Sales
new
Boston
Data + Analytics
new
Boston
Finance
new
Boston
Project Mgmt
new
Boston
Operations
new
Boston
Design + UX
new
Boston
Data + Analytics
new
Boston
Operations
new
Boston
Product
new
Boston
Operations
new
Boston
Operations
new
Boston
Design + UX
new
Boston
Operations
new
Boston
Apply now
Save job
loading ...
Emailed
View Toast's full profileSee more Toast jobs