Toast’s mission is to empower the restaurant community to delight their guests, do what they love, and thrive. Toast is a powerful and easy to use all-in-one restaurant platform that helps the restaurants do what they love, which is to create delicious food, provide unrivaled service, and delight their guests in new and innovative ways. Along the way, we have helped our customers grow their business and thrive.

Toast has a rapidly growing customer base comprised of thousands of cafes, restaurants, bars & nightclubs. We are passionate about how to help our customers grow their business and how to provide a best in class user experience. We strive to bring the best designs and products to our users. The design team works hand in hand with the Product and Engineering teams to steer and guide the process of developing new and improved products from conception to launch.

Toast is experiencing explosive growth and is looking to transform the entire customer experience starting from onboarding to everyday use of Toast products.

As the Sr. Product Manager of Customer Experience Transformation, you will spearhead initiatives that will transform the user experience at every customer touch point. This is a highly strategic role that will make significant business impact. You will focus on using technology to achieve scale for our customer facing and internal tools to stay ahead of our explosive growth, while not losing the personal touch Toast strives to provide all customers. You will interface with many other Toast teams across Product, Engineering, Marketing, Sales, Account Management and Customer Support to build and shape innovative products. You will also have the opportunity to interface with our restaurant customers directly to get feedback on product enhancements, issues and usability in order to inspire and inform how Toast continues to iterate and grow.

This Toaster will be the owner of a centralized platform used to onboard, support, educate, and delight Toast customers and give them the tools and strategies to help their businesses thrive.

As a Sr. Product Manager for Customer Experience Transformation, you will:

• Work with VP of Product Management in creating a well thought out product vision and strategy and financial projections for the customer experience transformation initiative.
• Become the evangelist for your product, including the creation of product roadmaps and reporting out to senior leadership on product metrics and customer adoption.
• Learn the Toast platform and become an expert on Toast products, the user journey and current user experience at each touch point.
• Perform market research and competitive analysis.
• Collect and analyze quantitative and qualitative data to determine which plans are most successful and identify new product opportunities.
• Creatively overcome challenges to quickly get your product to market via prioritization and rapid iterations.
• Clearly articulate the customer pain points, desired functionality to solve them and success metrics via user stories, collaborate and communicate feature requests to Engineering teams in a fast paced, agile environment
• Collaborate and provide direction to User Experience team on wireframes and designs for upcoming product releases.
• Ability to manage multiple projects and fulfill product requests while meeting tight deadlines.
• Follow-up with customers and internal stakeholders directly regarding product feedback and feature requests.

Do you have the right ingredients?

• 5+ years of product management experience.
• BS/BA or MS degree in Computer Science, Business, or related technical field or equivalent practical experience.
• Experience with delivering B2B and/or B2C web experiences on mobile platforms and technologies.
• Excellent written, presentation and communication skills with strong analytical abilities.
• Knowledge of restaurant and hospitality industry is a plus.