Senior Manager, Care Experience Management

🕒 il y a 5 jours

🇺🇸 États-Unis – Télétravail

💵 $151 000 - $242 000 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

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Toast

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2013

☁️ SaaS

🤝 B2B

SaaS • B2B • Hospitality

Toast est une entreprise technologique spécialisée dans la fourniture de solutions logicielles et matérielles intégrées pour l'industrie de la restauration. Leurs offres incluent une plateforme complète de gestion de restaurant comprenant des systèmes de point de vente (PDV), le traitement des paiements, la commande en ligne, la gestion des salaires, et divers outils opérationnels conçus pour optimiser les opérations des restaurants. La plateforme de Toast est adaptée aux besoins de divers types de restaurants, y compris les services rapides, les services complets, les fast casual, les restaurants gastronomiques, les cafés et les food trucks. Ils fournissent également des ressources telles que des analyses de l'industrie et du matériel éducatif pour soutenir la réussite des restaurants.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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