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.

Bready* to make a change?

The mission of the Senior Manager Performance Development is to drive continuous performance improvements with our Customer Care team members.  Successful candidates will leverage their expertise and collaborative mindset to drive performance improvements in our Key Performance Indicators (KPIs) to deliver great service and successful outcomes for our customers.  This role will play an important part in the establishment and development of a performance development culture within the Customer Care organization. The key responsibility of the Senior Manager, Performance Development is to help identify performance and process gaps and create solutions to improve the overall team performance.   

About this roll*: 

• Provide data and make process recommendations to successfully meet and exceed results in all Customer Care KPIs: customer satisfaction, quality, service levels, training, & staffing
• Act as a liaison and interface cross-functionally to maintain communication between business groups
• Will be a subject matter expert for all workload handled in Customer Care
• Provide proper guidance, ongoing coaching, and development plans to Manager and Supervisors, as defined and as needed, by utilizing support resources (Recruitment, Hiring, Staffing, Scheduling, Quality, Training, Team Strategies, Retention, etc)
• Create processes to ensure scalability and consistent quality for our customers
• Participate in weekly, monthly and quarterly business reviews

Do you have the right ingredients*? 

• Relevant industry experience with experience leading contact center teams 
• Proven ability to drive performance improvements to meet performance, quality standards, and overall Toast values
• A demonstrable knowledge of contact center metrics, best practices, and sound understanding of workflow
• Strong analytical skills with proven success developing performance metrics and other measurable business processes and tasks

*Bread puns encouraged but not required