Senior Manager, Care Experience Management

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $151k - $242k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Toast

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

☁️ SaaS

🤝 B2B

SaaS • B2B • Hospitality

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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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