Senior Manager, Care Experience Management

Role Summary

The Senior Manager, Care Experience Management shapes how Toast delivers support to its customers — bridging Customer Care and Product & Engineering to drive meaningful, scalable improvements to the customer and agent experience. You thrive in ambiguity, love breaking down complex problems, and want to own high-impact work from idea through rollout. This is a highly visible role with direct influence on how we build, scale, and continuously improve.

About this Roll* (Responsibilities)

Discovery, Advocacy & Execution

• 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.

Technology & Tooling Enablement

• 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.

Change Leadership & Influence

• 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.

Team & Capability Development

• Build and develop a high-performing team.
• Establish strong operating rhythms, tools, and standards.
• Foster a culture of ownership, continuous improvement, and customer focus.

Do you have the right ingredients*? (Requirements)

Required

• 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.

Nice to Haves

• Background in management consulting.
• Experience in customer care or support operations.
• Familiarity with Agile or program management methodologies.

Key Competencies

Structured problem-solving · Ownership & bias for action · Senior stakeholder influence · Customer empathy · Data-driven decision-making · Clear communication