Similar Jobs at Toast
Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.
*This is a hybrid role with flexibility to go into our Boston office 2-3 days per week*
As the Manager, Product Support Insights, you will lead a team that establishes and grows the important partnership between our Care, Product, Engineering, and UX teams.
Our team is passionate about driving insight from our customer support interactions to develop opportunities for improving the overall customer experience. This includes bringing together a passion for and understanding of our product, our customers, and our agents to create a holistic view of what it means to get support as a Toast customer. In this role, you will work in close partnership with R&D leads to advocate for our customer, advise on trends and pain points, and co-create solutions. You will bring a curiosity for the inner-workings of our product and business and a compassion for our customers’ challenges. In this role you have an opportunity to make a massive impact on evolving and improving our customer experience.
About this roll* (Responsibilities)
- Manages the Care-Product Advisory team, made up of customer-focused and product-minded strategists
- Builds and maintains an efficient and scalable collaboration model with product and education teams, focused on delivering customer impact
- Creates toolkit for gathering and analyzing customer and agent pain points across Care
- Proactively identifies insights and root cause of customer issues by partnering with various partners including analytics, quality, and Care agents
- Helps team to synthesize findings in an actionable and easy to understand manner, then leverages data and storytelling in presenting to our R&D teams
- Builds prioritization framework for assessing deflection opportunities and driving collaboration and roadmaps with Product and Education teams
- Works with Product and analytics teams to measure and report out on impact of key initiatives
- Is a passionate voice of our customers, and advocates for them with stakeholders across Customer Success and R&D
- Works closely with Product, Education, and Enablement teams to ensure we are making progress towards our goals and works to remove any blockers
Do you have the right ingredients*? (Requirements)
- 4+ years of experience in customer-centric product management, customer service, or marketing roles that required advocating for customers needs through data storytelling
- 4+ years of people leadership and/or consulting experience preferred
- Strong grounding in customer feedback and cross-functional partnership; ability to translate customer needs to key product team stakeholders and influence changes to product using data
- Experience driving and managing change through cross-functional teams
- Possesses intellectual curiosity and an innovative mindset
- Natural collaborator and leader, has served as a thought partner and advisor across cross-functional organizations
- Experience in voice of the customer analysis (including surveys, interviews, CSAT, NPS)
- Experience with lifecycle analysis, journey mapping, persona building
- Ability and willingness to learn technical products, leverage data in storytelling
- Familiarity with tools like Looker, Excel, Salesforce
Special Sauce
- Bachelor's Degree in analytics or related field preferred
Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
*Bread puns encouraged but not required
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$123,000—$197,000 USD
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
Toast Boston, Massachusetts, USA Office
Toast’s headquarters is located in the heart of the Seaport District. Toasters are surrounded by art, culture, and delicious cuisine in one of the most bustling neighborhoods in Boston.
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