Principal, CX Standards – Operating Systems

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $143k - $229k / year

⏰ Full Time

🔴 Lead

✨ Principal

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Toast

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🍽️ Food & Beverage

💼 Consulting

📦 Logistics

Food & Beverage • Consulting • Logistics

Toast is a technology company that specializes in providing integrated software and hardware solutions for the restaurant industry. Their offerings include a comprehensive restaurant management platform that features point of sale (POS) systems, payment processing, online ordering, payroll management, and various operational tools designed to streamline restaurant operations. Toast's platform is tailored to meet the needs of diverse restaurant types, including quick service, full service, fast casual, fine dining, cafes, and food trucks. They also provide resources like industry insights and educational materials to support restaurant success.

📋 Description

• Build and maintain operating systems that enable consistent, measurable, and scalable customer-centric decision-making across Toast. • Develop and evolve CX principles and decision-quality guardrails that help teams evaluate customer impact and make aligned tradeoffs. • Establish standards for evaluating and applying customer evidence, including insights generated or synthesized using AI. • Develop service policies and experience standards that promote consistency across customer touchpoints. • Design and oversee customer immersion programs that bring employees and leaders closer to the lived experiences of Toast customers. • Partner with business leaders to incorporate customer outcomes into OKR and goal-setting processes. • Own the operating mechanisms for Customer Experience initiatives, including progress tracking, accountability, executive visibility, and the operationalization of customer-focused commitments. • Partner across Product, Customer Success, Operations, and other functions to drive adoption of shared customer experience standards. • Benchmark cross-industry best practices and emerging trends to continuously elevate Toast’s approach to customer-centric decision-making. • Measure the adoption and effectiveness of CX standards and identify opportunities to improve consistency in customer outcomes across teams and customer segments.

🎯 Requirements

• 8+ years of relevant experience in customer experience, customer strategy, operating-model design, business operations, management consulting, governance, or a related field. • Demonstrated experience building scalable frameworks, standards, governance mechanisms, or operating systems within a complex organization. • Strong understanding of customer experience principles and how customer insights inform business planning, prioritization, and execution. • Experience influencing senior leaders and driving alignment across multiple functions without direct authority. • Ability to translate broad customer and business objectives into clear, practical standards and operating mechanisms. • Strong analytical judgment, including the ability to assess the quality of evidence, identify patterns, and establish meaningful measures of success. • Excellent written and verbal communication skills, with the ability to make complex concepts clear and actionable for different audiences. • Strong program leadership and organizational skills, with a track record of driving cross-functional work from definition through adoption. • Comfort operating in a dynamic, fast-paced environment where structures and processes are continuing to evolve. • An entrepreneurial mindset and a passion for building systems that help organizations consistently make better decisions for customers.

🏖️ Benefits

• competitive compensation and benefits programs • Health insurance • Retirement plans • paid time off • flexible work arrangements • professional development