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Team Lead, Implementation Operations

| Greater Boston Area
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We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. 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. 

Bready* to make a change?

The Remote Implementation Manager (RIM) position is responsible for leading a team of Remote Implementation Engineers (RIE’s) and working in close partnership with Sales Managers and Services Leadership. In this role, the RIM is expected to hire and train new personnel, provide ongoing coaching and support to ensure the RIEs success both in productivity and quality targets outlined by the business, and enacting key process improvements to propel key strategic initiatives.. Furthermore, this role is responsible for achieving and ensuring consistent delivery of the team’s goals as they pertain to RIE productivity, resource utilization and other corporate metrics.

About this roll*: 

  • Interview, hire, develop, coach and support Remote Implementation Engineers
  • Manage RIEs to hit monthly targets and boost individualized performance
  • Work closely with Services Leadership in the continued evolution and maintenance of the existing process, infrastructure, and systems.
  • Work to maintain a high level of employee happiness while reaching increasingly high company target
  • Assists in resolution of customer escalations to achieve high levels of customer satisfaction
  • Potential for travel for in-person meetings with team, customers and partners, to develop and nurture key relationships
  • Collaborate on process improvement initiatives to improve the customer experience and enable the business to meet key strategic priorities
  • Utilize data to manage and improve quality, speed, utilization, productivity and customer satisfaction

Do you have the right ingredients*

  • Experience managing/ leading a diverse team of resources to hit individual and team targets month over month, and quarter over quarter. 
  • Experience in Process Improvement, Implementation / Account and Project Management 
  • Excellent communication skills - verbal and written
  • Experience using data to meet and exceed objectives
  • Ability to execute on high level strategy and provide metric and value focused updates to measure impact.
  • Experience with Salesforce or other CRM tools to drive effective use and problem solving for RIEs
  • Knowledge, understanding and empathy for the unique and diverse requirements of the restaurant industry.
  • Ability to work in a fast paced and ever changing environment

*Bread puns encouraged but 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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