Senior Director of Enablement

🕒 October 14

🇺🇸 United States – Remote

💵 $173k - $355k / year

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Own the Enablement vision, strategy, and operating model across Learning Design, Knowledge Content Management, Customer Training and Certification, and Internal Enablement • Report Enablement's impact to Toast senior leadership using metrics tied to quantified business outcomes • Lead Enablement's transformation for the AI era, including deciding where AI and human judgment should be used • Build the team's AI fluency and drive continuous improvement • Run and refine a transparent, data-driven intake and prioritization process for enablement requests • Diagnose root causes and route non-enablement issues to appropriate owners • Co-own Toast's AI self-service strategy with Product and Customer Care • Set standards and governance for AI-ready knowledge and turn AI performance data into content improvements • Drive customer product activation and adoption • Lead enablement for product launches and enterprise-wide education initiatives • Own the strategy and quality of knowledge content and self-help experiences • Shorten time to proficiency for new Care agents and Customer Success Managers • Advance role mastery for tenured Toasters through continuous enablement • Improve Support and Customer Success outcomes

🎯 Requirements

• 10+ years in education or enablement, with at least 5 years leading leaders across multiple functions • Extensive experience with learning strategy, instructional design and training delivery across e-learning, instructor-led, video, and in-product modalities • Experience leading a knowledge management or content operation at scale, including AI-powered self-service • Understanding of frontline Support agents, Customer Success Managers, and how customers learn and adopt software • Hands-on experience using generative AI tools in enablement or support work • Track record of leading a team through significant operating-model change • Comfortable defining metrics, interpreting results, and connecting enablement inputs to customer and business outcomes • Ability to establish credibility and trust with executives, cross-functional partners, and frontline managers and employees • Excellent written and verbal communication

🏖️ Benefits

• Competitive compensation and benefits programs • Cash compensation (overtime, bonus/commissions if eligible) • Equity • Benefits supporting a healthy lifestyle • Flexible benefits to meet changing needs • Hybrid work model valuing individual needs • Reasonable accommodations during the hiring process

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