Senior Product Manager, Payroll Onboarding

A day in the life (Responsibilities)

As the Product Manager leading Payroll Onboarding, you’ll define and deliver the experience that gets every customer from contract signature to first successful payroll — quickly, accurately, and with confidence. This is one of the highest-leverage surfaces in the business, with direct impact on activation, pNPS, support costs, and retention. The problem space is well understood and already in motion. The opportunity now is to translate that clarity into measurable results — and to reimagine onboarding as an intelligent, system-driven experience powered by AI. More broadly, this role sits at the center of a critical company challenge: orchestrating accurate, low-friction onboarding across a multi-product ecosystem. Getting this right is foundational to customer trust and a key driver of Toast’s long-term growth.

We’re looking for a Senior Product Manager to lead the next evolution of Payroll onboarding — making it faster, more intelligent, and fundamentally more reliable. You’ll own the onboarding system end-to-end: the customer-facing experience, the internal tools that power implementation, and the workflows that connect product, services, and operations.

What you’ll own:

• Set the onboarding strategy and roadmap. Define a clear, outcome-driven vision that improves activation, reduces friction, and builds lasting customer trust
• Own and drive core business metrics.
  • Instrument, monitor, and improve key metrics including pNPS, activation rate, time-to-first-payroll, care ticket volume, and early retention.
  • Represent performance in leadership forums — diagnosing gaps, driving accountability, and aligning teams on action
• Reimagine onboarding through an AI-first lens.
  • Deliver intelligent automation, guided configuration, and proactive error prevention.
  • Use AI not just in the product, but in how you prototype, validate, and accelerate development
• Evolve onboarding into an AI-augmented system. Partner with services teams to redesign workflows using AI-assisted tools and emerging agentic patterns to improve speed, accuracy, and scalability
• Drive a cohesive, end-to-end onboarding experience (CX). Ensure alignment across product UX, human-assisted onboarding, and cross-product configuration — creating a seamless path to first value
• Develop deep customer and operational insight. Leverage interviews, onboarding sessions, care data, and behavioral analytics to identify root causes and prioritize effectively
• Lead execution with clarity and quality. Partner closely with Design and Engineering to deliver high-quality, high-impact product experiences
• Contribute to a high-performance team. Build strong cross-functional relationships and raise the bar on ownership, collaboration, and outcomes

What you'll need to thrive (Requirements)

• 6–8+ year