Toast
We power successful restaurants.
Boston, MA

Team Lead, Implementation Operations

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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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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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