CS Strategy & Operations Project Manager at Toast

| Greater Boston Area
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The Customer Success Team is a significant differentiator for Toast and the company is growing at a historic rate.

Our assignment in the CS StratOps Team is to uplevel our team through data analysis, technical tooling and operational best practices to ensure our team is efficient, effective and continues to delight our customers as we scale.

The CS Strategy & Operations PM will lead the full project lifecycle of high impact, cross functional process efficiency and customer experience initiatives, including: hardware and software implementations, workflow and process design upgrades, technical data migrations and new product/ services rollouts to help streamline, automate, and simplify processes. This is a hands-on position that requires strong skills in project management and change management across cross-functional stakeholders.

In this role you will:

  • Perform end to end Project Management activities from project initiation & planning through execution & delivery, status reporting, risk & issue management, and client expectation management
  • Work with the technical leads and project team members to document charters, requirements, identify resources, and develop detailed project and resource plans
  • Manage scope, schedule, budget and dependency and ensure quality of project deliverables
  • Identify issues and risks and work with project team to develop mitigation plans and provide timely escalation
  • Facilitate stand-ups and provide regular transparency, status reports, and escalation of risks and issues impacting project delivery - deptly identify and resolve issues.
  • Establish effective project communication plans for Internal and External Steering Committees and key stakeholders
  • Maintain all documentation and ensure projects are highly visible and accessible in a centralized digital platform (Confluence/ JIRA)
  • Conduct post project evaluation and identifying successful and unsuccessful project elements.
  • Strong Project Management skills which includes experience in organizing, planning, and executing large-scale projects from vision through implementation, involving internal personnel, contractors, and vendors
  • Excellent organizational and time management skills.
  • Excellent verbal and written communication skills
  • Detail oriented, able to multitask and meet deadlines
  • Strong analytical, problem-solving, and conceptual skills
  • Exceptional teamwork and interpersonal skills
  • Strong change management skills and ability to influence decision makers
  • Ability to communicate and persuade at all management levels and thrive in a cross-functional environment
  • Experience with change management roll-outs & Process Gap Analysis.
  • Roll-up-your sleeves attitude with an eagerness to work in the unpredictable operating environment of a fast growing company.
  • Conceptual knowledge of information technologies and methodologies
  • Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions.
  • 3+ years project management experience
  • Bachelor’s degree or equivalent experience.
  • Basic understanding of Salesforce.com, telephony and integrated systems.
  • Thorough understanding of project/program management techniques and methods - PMP/ Six Sigma a plus
  • Preferred experience in consulting, operations, SaaS, customer success or multi-location management

  • Business Partners: Business Systems, BI & Customer Marketing - Daily
  • Front line managers, ICs & Enablement Teams - Daily
  • CS & Toast Leadership - Weekly
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Technology we use

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


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

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 some things you learned at the company?

Where should I start? For hard skills, I’ve learned more than I ever thought I would about Excel and Salesforce. I’ve also learned what it looks like when a company not only talks the talk, but walks the walk. We’ve been able to execute on what we’ve set out to do because we are willing to try new things, make mistakes, and learn from them.


Payments Relationship 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.

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
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) 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
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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