Principal Program Manager, Customer Experience Operations

At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience. And we see the service and support our team provides to customers as a key differentiator in the market and a point of pride. As Toast continues to grow - offering new products, serving new customers types & segments, expanding to new geographies - we must continue to innovate on that customer experience and the level, type and modes of support we provide.

As Principal Program Manager, Customer Experience Operations, you are a key player in driving customer loyalty through exceptional customer experience management. You will drive the planning, prioritization, and governance of Toast’s customer experience strategy, and will influence, evangelize and govern customer experience strategy and principles throughout the organization. This role reports to the Director of Customer Experience Operations, and is a high impact, high visibility position within the Customer Success organization.

About this roll*:  

• Partner with the Director of Customer Experience Operations to implement Toast’s customer experience vision, operations, and roadmap; collaborate across the entire Customer Experience organization to ensure customer insights and experience design are aligned with overall customer experience roadmap and priorities.
• Create and track evolving portfolio of customer experience programs & initiatives to ensure alignment to strategic vision, direction, and standards for championing a world class customer experience, in alignment with the changing needs of Toast and Toast customers.
• Define and disseminate the Customer Experience operating system, implementing frameworks & templates to facilitate shared understanding, alignment and collaboration for customer experience initiatives’ plans, progress, goals, and risks.
• Establish & foster deep cross-functional relationships with strategic partners across Toast - including Sales, Onboarding, Customer Success, and R&D - to ensure accountability and a high degree of execution for all customer experience initiatives.

Do you have the right ingredients*?

• 5+ years of experience in project/program management, experience managing an array of diverse project/program offerings spanning customer experience, marketing, consulting, strategy & operations 
• Strategic thinker, with an analytical, data-driven approach to problem-solving.
• Excellent written & verbal communications skills with a strong attention to detail.
• Demonstrated change management and stakeholder management skills; ability to influence and manage both cross-functionally and upwards.
• Extremely versatile, with experience in wide-ranging or cross-functional areas, an eagerness to dive into new challenges with limited experience, and a dedication to efficient productivity
• Growth mindset: you seek out learning opportunities for yourself and can work well independently and cross-functionally with various teams
• Strong EQ - ability to empathize with our customers, the industry, and fellow Toasters with a commitment to building a world-class, global customer experience together 
• Proven experience in a fast-paced, diverse environment that can span program management, customer experience, marketing, consulting, strategy & operations roles

Special Sauce* (Nice to Haves)

• Experience in the restaurant/hospitality industry or restaurant technology
• Background in leading change management initiatives 
• Certification in project/program management methodologies
• Experience building or scaling customer experience operations at a high-growth SaaS company
• Experience with process improvement methodologies like Six Sigma, Lean, or Design Thinking

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

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