CS Support Ops Sr. Program Manager

| Greater Boston Area

We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an extraordinary 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 craft the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Our Operations & Strategy team is looking to add a CS Support Ops Senior Program Manager to drive strategic objectives and oversee multiple projects and activities. The ideal candidate will act as an investment Chief of Staff for our Support leaders. In this role you will use data to drive technology investment and operational best practices setting up our Support org for continued success and differentiation. Specifically you will - organize, promote, build cases and implement and measure effective programmatic initiatives. He or she should be highly analytical and focused with keen insight into human behavior and motivational forces. This job involves both short- and long-term programs that inspire and educate our customers and internal Toasters.

As a strategy & operations program manager, you will:

      • Contribute towards the achievement of company’s strategic and operational objectives
      • Apply change, risk and resource management
      • Utilize strong oral, written, consultation, and negotiation skills to lead change
      • Build and maintain end-to-end project/program schedules
      • Work to improve processes across the Customer Success organization
      • Regularly report out on project/program status
      • Lead Program & Portfolio level Steering sessions providing executive level updates including relevant detail on obstructions & next steps
      • Collaborate across departments and work cross-functionally with a variety of teams
      • Ensure teams are adhering to Toast standards and best practices

Do you have the right ingredients?

    • BS degree in business management or related field.
    • Excellent organizational and time management skills.
    • Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions, and team results.
    • Basic understanding of Salesforce.com, telephony and integrated systems.
    • Experience managing a large portfolio of projects, both tactical and strategic.
    • Experience with change management roll-outs & Process Gap Analysis.
    • Roll-up-your sleeves attitude with a eagerness to work in the unpredictable operating environment of a fast growing company.
    • Thorough understanding of project/program management techniques and methods - PMP/ Six Sigma a plus
    • Preferred experience in consulting, operations, SaaS, customer success or multi-location management
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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.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
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
Professional Development Benefits
Job Training & Conferences
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