Director of Product Management – Customer Experience Platform (CXP)

Boston, MA, US

Job Description / Skills Required

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Are you bready* to build for success?

Starting, running or expanding a restaurant means managing a lot of complexity – and Toast is here to help. Providing a seamless, simple experience for our customers means managing all this complexity behind the scenes. The Customer Experience Platform team’s mission is to weave together Customer Success, Marketing, R&D and Sales experiences into a single Toast environment at every step of the customer’s journey.  

As a Director of Product Management in CXP, you are a strategist leading your own development teams. This role oversees a web application development team, a UI and Front End Design System team, and a Marketing-aligned Upsell/Growth team driving Product-Led Growth strategies for Toast. In addition, support for first- and third-party tool integration into a single branded customer experience.  

With Marketing and Customer Success, you will drive several round-trip Voice of Customer feedback programs and will work in concert with VOC leadership across departments, with shared goals and KPIs. Your CXP teams will customize and integrate a 3rd party tool for the Toast Community, and integrate our Toast educational resources into the Toast platform. In this role, you will mentor teams, critically review strategies, metrics and outcomes, and optimize their output. You have a quality-first culture mindset, and model sound trade-off decision making with a bias towards customer value. 

You are a communication expert, with demonstrated success in negotiation between teams, gathering information from a variety of sources to inform strategy and advance the team, reacting to new information along the way.

 

About this roll*:

  • Develop and execute the strategy for the Voice of Customer feedback programs with your Customer Success, Marketing and Product Management partners, coordinating goals from multiple stakeholders
  • Lead a group of Product Development teams focused on VOC, web application development, Design System and Self-Service Support tools
  • Execute Toast’s Product-Led Growth (PLG) strategy, with a focus on self-discovery and ARPU expansion
  • Coordinate feature development and integration work between R&D feature teams and Marketing, and Customer Success
  • Demonstrate using data to set and communicate quarterly and annual goals, and to build compelling business cases for investment 
  • Own the outcomes of your teams, team makeup, training and growth to influence company strategy
  • Empower, coach and lead a cross-departmental team, use influence without authority to listen, synthesize and adjust strategies and tactics to achieve goals shared with other organizations within Toast
  • Organize common tracking and reporting across all departments for your programs, and deliver regular updates to stakeholders and executive sponsors
  • Collect, research and assess new opportunities for the CXP team to work on cross-departmental customer experience projects
  • Define metrics for your programs and deliver progress and outcome analysis to our stakeholders
  • Establish program standards, documentation and guidance for Product team members 

 

Do you have the right ingredients*?

  • Expert proficiency (7+ years experience) in Product Management in complex organizations
  • Accountability for cross-departmental programs with multiple stakeholders from Product, Marketing and Customer Success teams within individual programs
  • Proficiency in stakeholder presentations at the executive level
  • Experience with product lifecycle management – from inception through implementation, growth and sunsetting. You’ve navigated all the phases of a product’s life.
  • Experience with B2B metrics for SaaS including financial, customer satisfaction, employee satisfaction and operational outcomes
  • Experience working with and integration of 3rd party software vendors, from contract negotiation through implementation and operation
  • Prior experience working within and across a Portfolio Product organization, and (nice to have) experience in SaaS or hybrid Hardware/SaaS business Onboarding

Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

 

*Bread puns encouraged but not required

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

For roles based in the United States:  As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.