Toast
We power successful restaurants.
Boston, MA
Remote

Senior Director, Care Enablement

Sorry, this job was removed at 11:25 a.m. (EST) on Monday, October 18, 2021
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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. 

As a Director of Customer Care, Enablement you will partner directly with the Customer Care and CS Leadership Team to drive consistent, high quality employee performance and deliver a best in class customer experience. In this role you will design and deliver programs that measure, monitor and improve performance across technical topics as well as soft skills including  empathy, good judgment, and a consultative, additive approach to all customer care interactions. 

About this roll* (Responsibilities) 

  • Act as an enablement partner for the Customer Care leadership team - maniacally focused on the training and performance of the team and how that translates to customer outcomes 
  • Closely track agent performance and customer sentiment data to identify training opportunities across all teams, locations, cohorts, levels, etc
  • Leverage data to design and deliver programs that drive measurable performance improvement and customer outcomes [increased FCR, reduced AHT, improved CSAT, etc.]
  • Coordinate closely with functional leaders to keep all content, ramp plans and product training relevant and impactful for your learners
  • Drive improved Employee Engagement scores via interactive training programs, certification pathways, gamification, etc
  • Communicate constantly.  Do more of what is working, pivot fast if something is not.
  • Create a culture of learning where people are good at and love their jobs

Do you have the right ingredients*? (Requirements)

  • A track record of success. 7+ years experience in Enablement, Project Management, Consulting, Product Mgmt or an Operations role. 
  • Experience influencing and driving positive outcomes across all levels
  • A positive Team and Customer first mentality  
  • Equally comfortable rolling up sleeves to understand data, building/ revising content and/ or building a presentation to pitch a new idea to senior leaders
  • Great draw.  Your team and stakeholders love working with you.

*Bread puns encouraged but not required

#LI-REMOTE

#LI-KO2


As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

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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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