Program Manager, Onboarding & Operations

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.

This role will be responsible for and contribute to managing multiple programs related to the operations of the Toast Payroll Onboarding teams. This includes, but is not limited to, the core payroll experience, payroll suite activation, and payroll operations. This role will need to closely collaborate with leaders in the Toast Payroll Onboarding teams as well as with cross functional partners to achieve our ambitious goals.

About this roll* (Responsibilities)

• Reinforce department alignment on OKR execution and completion
• Support planning sessions and refinement of key results
• Own specific execution steps within KRs requiring cross-functional engagement and education
• Aid execution of systems strategy and reinforce prioritization of work with partner teams
• Communicate a singular view of priorities and impact in line with prioritization decided by Leadership Team
• Continuous review of existing processes for improvement opportunities
• "Systems" may include but not be limited to Salesforce, Pendo, Toast Central, Jira, etc.
• Drive collaboration between departments and partners, both internal and external
• Partner with Product on Toast Payroll roadmap to drive efficiency and ease of use for customers and supported teams
• Ensure cross-functional stakeholders are informed, consulted, and educated
• Support in upholding partners to Toast customer service standards
• Direct content creation, including for Toast Central, Knowledge Base, Pendo, etc. as needed to achieve goals
• Develop and drive project plans for key business initiatives
• Ensure metrics for success are clearly established
• Coordinate stakeholders and executors and drive accountability
• Execute on portions of the project plan as needed
• Potential examples include, but are not limited to, case deflection, compliance, etc.

• Triage as necessary for product launch, key initiative, or other departmental needs
• Review existing services and operating models - push towards self-service as much as possible while ensuring customer experience

Do you have the right ingredients*? (Requirements)

• 5+ years of relevant experience in a fast-growing tech company
• Strong understanding of Toast Payroll customer journey including sales pipeline, onboarding, live experience, and potential churn
• Facilitation & Discovery - Ability to quickly learn different subject matter expertise areas to synthesize problems and solutions
• Planning - Short & long term goal and project plans; understands OKRs and is comfortable speaking to goals
• Communication - Share a cohesive story of departmental vision and execution toward goals
• Influencer - Ability to affect action across peers and guide decision makers; holds executors accountable in a positive manner
• "WOO" - Foster team enthusiasm for growth and act as a trusted partner to supported teams
• Data Driven - Knowledge of Salesforce, Looker, and other reporting tools in order to show areas where improvement or process change is needed and track impact of projects

#LI-REMOTE

#LI-KD1

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 accommodations@toasttab.com.

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.