Toast
We power successful restaurants.
Boston, MA

Director of Customer Experience

Sorry, this job was removed at 11:03 a.m. (EST) on Saturday, December 29, 2018
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We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive. 

Responsibilities:

  • Design optimal coherent and streamlined customer journey(s) across various restaurant segments including all customer touch points
  • The individual is responsible for working collaboratively with multiple teams across the business, to design and develop improvements to the customer journey
  • Delivers own small-scale or medium-scale projects by working with a program management framework
  • Internal thought leader on customer experience excellence
  • Must have good commercial aptitude and the ability to work within a complex matrix environment. This is a high profile role, regularly working with the leaders across the organization and will be highly visible within the business.
  • Drive the correct prioritization of customer experience improvements
  • Drive VOC programs and personally analyze customer data/trends to make informed decisions on prioritization on initiatives that have the most impact to customer NPS and other indicators of customer experience.

Requirements:

  • 5+ years consulting, customer success, customer marketing or customer experience
  • Experience successfully leading through influence
  • Strong customer centric experience
  • Highly analytical - ability to make strong financial business cases and priority decisions based on data
  • Excellent communication, interpersonal and writing skills
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
  • Strong project management skills and an ability to multitask without getting frazzled
  • Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
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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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