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Director of Services Delivery

Sorry, this job was removed at 11:57 a.m. (EST) on Saturday, May 19, 2018

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Service Operations Director

The Director of Services Delivery reports to the Vice President of Services and is responsible for leading the service ops, software configuration, post live and 3rd Party Resource Mgmt Teams. In this role the Director will execute on strategic plans to increase efficiency and effectiveness within the separate teams, to hire and train new personnel on their team and provide ongoing coaching and support to make sure the service resources attain both the productivity and delivery quality targets outlined by the business. Process improvement and streamlining teams are key requirements for this role.

In this role you will:

Work with Services Mgmt and execute on strategic plans for achieving the Service Department’s goals in revenue, operational efficiency and Customer Success
Implement strategic initiatives autonomously for maximum effect on business processes
Develop Processes centered around Customer Success
Responsible for the hiring and development of various services team; Software configuration, operations, 3rd Party resources and post live teams.
Provide ongoing coaching and support for assigned team
Perform weekly or bi-weekly 1:1 and annual performance reviews for direct reports
Sharing and implementation of best practices with members of organization
Put in place infrastructure and systems to support the success of each of the specialized teams.
Create a culture of success and ongoing business and goal achievement
Manage customer expectations and contribute to a high level of customer satisfaction
Monitor customer, market and competitor activity and provide feedback to company leadership team and other company functions
Potential Travel for in-person meetings

We ask that you bring the following experience:

At least 4 years services and process experience in comparable industries, with 6 years in people management position.
Ability to plan and manage at both the strategic and operational levels.
Track record of problem solving and customer management
Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment.
Experience and track record of successful process improvement
Willingness to travel

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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