Senior Onboarding Manager Hotels/Sports & Entertainment

About Toast

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

Role Overview

The Senior Onboarding Manager, Enterprise Hotels & Sports + Entertainment, reports to the Director of Onboarding and leads a team of Hotel and Sports + Entertainment (S+E) Onboarding Consultants responsible for delivering complex enterprise implementations. In this role, you will own the performance, development, and operational success of both segments. While Hotels and Sports + Entertainment are distinct lines of business, they share many of the same implementation motions and customer needs, allowing for strong alignment in how the teams operate. You will be the primary leader for the Sports + Entertainment segment, one of Toast's fastest-growing lines of business, while also partnering closely with the leader of our other Enterprise Hotels team.

A day in the life (Responsibilities)

• Lead, coach, and develop a high-performing team of Onboarding Consultants, setting a high bar for project management discipline, customer consultation, and operational excellence.
• Mentor and develop emerging leaders across the organization, including new managers and senior team members.
• Own the performance and strategic direction of the Enterprise Hotels and Sports + Entertainment segments, with accountability for go-live execution, implementation velocity, customer satisfaction, and operational efficiency.
• Maintain deep visibility into pipeline health, team capacity, and project execution, proactively identifying risks, forecasting resource needs, and ensuring enterprise rollouts remain on track.
• Drive strategic operational improvements across the segment, designing and implementing scalable frameworks, processes, and best practices.
• Serve as the subject matter expert for both Enterprise Hotel onboarding and Sports + Entertainment onboarding.
• Act as the primary escalation leader for complex enterprise implementations.
• Influence and align cross-functional partners including Sales, Solutions, Customer Success, OTC, CARE, Product, and Operations.
• Leverage data, operational metrics, and post-mortem analysis to diagnose systemic challenges and build strategic improvement initiatives.
• Demonstrate exceptional executive presence and communication in leadership forums, cross-functional initiatives, and high-stakes customer conversations.
• Lead through change and ambiguity with a strategic, people-first mindset.