Senior Product Manager, Customer Experience Transformation

| Greater Boston Area
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We’re not your traditional tech company and we don’t aim to be. Going against the grain is in our DNA. Building a revolutionary product begins with revolutionary thinking. That’s why we value diversity background and lived experience. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Are you bready* for a change?

As a Senior Product Manager of Customer Experience Transformation, you will spearhead initiatives that will transform the way Toast onboards customers and operationalizes its unprecedented growth. This is a highly strategic role that will have significant business impact. You will focus on delivering experiences that set up our thousands of customers for success and partner with our amazing Customer Success team to drive Toast along the top and bottom line.

About this roll*:

  • Work with the Senior Director of Product Management for Customer Experience Transformation in creating a well thought out product vision and strategy 
  • Become the owner of your product, taking responsibility for the creation of product requirements, business analysis for prioritization, product performance metrics and product roadmaps.
  • Work to understand the pain and opportunity of both external customers and your internal customers - Toast’s Customer Success teams.
  • Synthesize customer feedback and data into quantifiable opportunity that can be directly translated into product plans.
  • Perform market research and competitive analysis to understand competitor experiences, and to educate yourself on market best practices. 
  • Mentor and grow the product management practice for the group, driving projects and people through to measurable results

Do you have the right ingredients*?

  • 5+ years of product management experience with proven track record in driving projects to completion
  • Preferably 2+ years of product experience working with, Saas, self-service, onboarding or Customer Success teams
  • Excellent analytical abilities including the ability to design, iterate, and track experiments to achieve desirable outcomes.
  • Ability and desire to mentor and grow a small team of PMs

*Bread puns encouraged, not required

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.
Toast values candidates with varied backgrounds — and these 3 employees prove it
Watch

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an Implementation Engineer, moved into instructional design, and now I am in my dream role as a Product Manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
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