Toast
We power successful restaurants.
Boston, MA

Director of Business Operations

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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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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
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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