Senior Manager, Care Experience Management

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $151.000 - $242.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Toast

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2013

☁️ SaaS

🤝 B2B

SaaS • B2B • Hospitality

A Toast é uma empresa de tecnologia especializada em fornecer soluções integradas de software e hardware para a indústria de restaurantes. Suas ofertas incluem uma plataforma abrangente de gestão de restaurantes que apresenta sistemas de ponto de venda (PDV), processamento de pagamentos, pedidos online, gestão de folha de pagamento e diversas ferramentas operacionais projetadas para otimizar as operações de restaurantes. A plataforma da Toast é adaptada para atender às necessidades de diversos tipos de restaurantes, incluindo serviço rápido, serviço completo, casual rápido, alta gastronomia, cafés e food trucks. A empresa também disponibiliza recursos como insights do setor e materiais educacionais para apoiar o sucesso de restaurantes.

Descrição

• Serve as the primary voice of Customer Care with Product and Engineering — synthesizing frontline insights, customer feedback, and operational data into clear problem statements and actionable opportunities. • Identify and prioritize high-impact improvements across the customer support experience, including process redesign, org structure, and automation. • Embed early in product development to shape priorities, design decisions, and rollout strategies. • Own end-to-end delivery of complex, cross-functional initiatives — translating ambiguous problem spaces into clear plans, milestones, and measurable outcomes. • Define success metrics and track outcomes (CSAT, NPS, FCR, AHT, cost-to-serve). • Provide clear, concise updates and recommendations to senior leadership. • Partner with Product and Engineering to evolve contact center and support tooling. • Lead initiatives involving automation, AI-assisted support, self-service, and knowledge management. • Leverage AI tools to expedite insight, solutioning, and impact. • Ensure solutions are grounded in real user needs and scale with Toast's growth. • Lead adoption of new tools and processes through thoughtful rollout, communication, and training. • Influence without authority across a broad set of stakeholders. • Navigate trade-offs and competing priorities to drive progress. • Build and develop a high-performing team. • Establish strong operating rhythms, tools, and standards. • Foster a culture of ownership, continuous improvement, and customer focus.

🎯 Requisitos

• 7+ years in consulting, operations, customer experience, or related roles. • Demonstrated experience leading complex, cross-functional initiatives with significant business impact. • Strong structured problem-solving and analytical skills. • Experience with and enthusiasm for AI tools to drive productivity and impact. • Experience working closely with Product, Engineering, or Technology teams. • Ability to operate independently in ambiguous, fast-moving environments.

🏖️ Benefícios

• Competitive compensation and benefits programs • Flexibility to meet changing needs