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Director of Partner Outsourcing

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We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive.

Bready* to make a change?

As the Director of Partner Outsourcing, you will lead our support outsourcing initiatives and manage all relationships. You will partner with Customer Success (CS) leadership to ensure that our outsourcing strategies are aligned with business objectives. With your expertise and leadership, we will attain all financial and operational targets and ensure the delivery of contractual obligations.

We are hiring for this role in Boston, MA and Omaha, NE.

About this roll*:

Partner with CS leadership to conduct RFP’s and negotiate/maintain LOI’s, SOW’s & MSA’s - including performance penalties and rewards.
Work with CS leadership to design an ongoing outsourcing strategy that aligns with the global business growth and product plan
Analyze call center performance (cost, quality, productivity, efficiency) and identify trends, issues, concerns, and successes.
Act as the voice and face of Toast with business process outsourcing partners and conduct regular business reviews and quarterly site visits
Perform gap analysis to ensure partners have the tools, processes, training, and empowerment to deliver a fantastic customer experience
Drive process changes and implement new programs at vendor sites to improve performance

Do you have the right ingredients*?

8+ years experience working with and managing call center partners
Experience with customer support systems and processes
Proven ability to work in a dynamic, fast-paced organization with multiple locations
Ability to dedicate up 50% time to travel on a monthly basis

*Bread puns encouraged but not required

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Aja Sullivan

DEI Manager (she/her)

Baking an Inclusive Culture

An expansive diversity, equity and inclusion program

In 2023, Aja Sullivan’s DEI team is prioritizing representation, belonging and building an inclusive culture where Toasters can thrive. What is she looking forward to the most? “I am really excited to continue building our DEI external partnership strategy and understanding the impact we’re making,” she said. With a fortified internal DEI framework, Sullivan is thrilled to work on external programs, including working closely with customers, expanding Toast’s network of partnerships and highlighting her teams' great accomplishments.

I want all Toasters to feel comfortable and safely be their true selves.

Herb Dilema

Senior Director, Customer Care (he/him)

Toast Together, Grow Together

Belonging provides a foundation for employees to rise

Working in customer care for a round-the-clock business like the restaurant industry poses unique challenges and opportunities for Herb Dilema’s team. To ensure each individual feels connected and supported in their roles, Dilema has focused on ensuring everyone gets facetime with their direct managers as often as possible. By emphasizing connection on his teams, Dilema strives to make Toast feel like a home, not just a job. With this foundation of inclusion, Dilema hopes to see each individual take ownership of their career and grow with support from the company.

When an individual is able to be comfortable not only in their role but in their environment, we see their best self and in turn, we know that they will grow and prosper at Toast.

Carlos Diaz

Senior District Sales Manager (he/him)

Inclusive Remote Culture

Connecting employees all around the world

Diaz is one of the many Toasters who have always worked remotely, and will continue to do so. His team is able to connect with the territories they serve, while also strengthening their relationships with other Toasters all over the world through virtual programming and tools for collaboration. With remote employees across the U.S., Ireland and India, fostering an inclusive and engaging remote culture is a must at Toast.

Even though many of us are fully remote or hybrid, it feels like family, and everyone knows each other well. Virtual events help introduce us to other people and teams outside of our usual work environment.

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