Director of Business Operations at Toast

| Greater Boston Area
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Role overview

As the Director of Business Operations, you will oversee a large team that is critical to powering our fast growing business. The Business Operations team drives processes across the entire customer lifecycle - finalizing customer contracts, onboarding customers, maintaining customer data, invoicing and collecting payments, and supporting customer escalations. The team collaborates with a large cross-functional group within Toast (e.g. sales, services, & account management) and interacts directly with customers to resolve key operational challenges. This team is essential to scaling our business efficiently and effectively. 

You will be the driving force to set the team up for success to support our hyper growth. You will drive operational efficiencies that improve our performance and make a meaningful positive impact for both our internal stakeholders and end-customers. Doing so will require strategic thinking to identify our biggest opportunities driving large-scale systems and technology changes, building & improving processes, and developing and managing a high-performing team. We are looking for someone who will achieve these goals by making data driven decisions, working seamlessly with senior cross-functional executives, growing and developing our leadership bench, and being passionate about serving our customers. 

About the role

  • Drive operational strategy: Identify key areas for focus based on impact to the business 
  • Maintain accountability: Drive high performance from the team by holding them accountable for outcomes and maintaining SLAs
  • Have a nose for value: Identify areas where we can improve efficiency and/or customer experience, and use data driven approach to prioritize initiatives for operational improvements 
  • Be a problem solver: Use analytical rigor to break down problems into discrete pieces and develop plans to address those pieces using either systems, processes or people; oversee the change management to ensure improvements are executed effectively
  • Be the glue: Work closely with cross-functional executives to understand their challenges and help drive solutions, and drive cross-departmental initiatives that make meaningful positive impact for our customers and internal stakeholders
  • Help scale: Leverage technology, improve processes and create efficiencies in a hyper growth environment
  • Drive results:: Drive high NPS across internal stakeholder teams and end-customers 
  • Build a great team: Develop, grow, and mentor the team, helping them thrive and succeed 

Do you have the right ingredients?

  • 8-13 years of experience in leading teams on large-scale strategic and / or operational initiatives 
  • Ability to build, lead and grow teams 
  • Structured thinker that is able to break down ambiguous problems into component pieces 
  • Ability to solve complex problems using analytical and data-driven approach 
  • Experience executing process changes and implementing large-scale systems rollouts
  • Experienced in pushing projects over the finish line with sound planning and persistent execution, and extensive experience leading large cross-functional initiatives
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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
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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 some things you learned at the company?

Where should I start? For hard skills, I’ve learned more than I ever thought I would about Excel and Salesforce. I’ve also learned what it looks like when a company not only talks the talk, but walks the walk. We’ve been able to execute on what we’ve set out to do because we are willing to try new things, make mistakes, and learn from them.

Matt

Payments Relationship 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
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