Senior Director, Customer Care Service Delivery

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?

At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience. As the leader of Service Delivery for the Customer Care team, you will lead ongoing innovation and improvements in how Care operates, with the aim of delivering better customer outcomes and scaling more efficiently. We are looking for someone that can define our future state delivery model and help build towards it iteratively. 

You will identify opportunities to improve agent efficiency and effectiveness using a data-driven approach, and leverage systems, tool innovation, and process changes to transform our operating model.  Impacting customer outcomes will be a holistic #Oneteam effort, and to be successful, you will work cross-functionally with various teams and stakeholders – Care operations, enablement, QA, analytics, education, finance, and product. Success in this role will directly affect our most critical metrics of customer satisfaction and NPS, and make a massive positive impact on Toast and our customers. 

About this roll*:

  • Own the strategy to improve key metrics such as CSAT, NPS, first contact resolution, time to resolution, and average handle time
  • Identify and prioritize opportunities to improve agent performance and customer experience using a data-driven approach 
  • Bring changes to life by working with operational leaders, often using a test-and-learn approach
  • Work cross-functionally with multiple departments (e.g. enablement, systems, product tooling, customer marketing, etc.) to help deliver our strategy
  • Measure and report impact of initiatives, working closely with analytics teams 
  • Incubate different support models to foster learning before scaling 
  • Manage team of business process analysts, technical operations specialists, and SMEs

Do you have the right ingredients*?

  • 8+ years of relevant experience in customer success, contact center operations, consulting, or operational excellence; including 2+ years in senior leadership roles
  • Proven ability to be a problem-solver, with an ability work in ambiguity and use data-driven decision-making to prioritize 
  • Experience driving change cross-functionally with a variety of stakeholders 
  • Track record of success in managing managers, and in building and developing high-performing teams 
  • Knowledge of contact center operations is a big plus

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].