Director, Professional Services Strategy And 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.

Professional Services helps restaurants thrive in a time of increasing complexity by connecting them with expert solutions to make technology effortless. Whether delivered by a team of in-house experts or through a network of partners, we solve our customers’ most important challenges and guide them to get the most out of Toast.

We are looking for a Director of Professional Services, Strategy and Operations, who will lead the definition and execution of cross-functional strategy for Professional Services. This includes working closely with customers, partners, and teams across Toast to drive business outcomes. The successful candidate will have experience 1/ driving process and operations to deliver on business outcomes, 2/ facilitating multiple complex projects at once, and 3/ working with cross-functional, distributed teams. You’ll be comfortable dealing with uncertainty, and be able to put structure to complex business and operations problems. This is an exciting new position with high visibility and impact across senior leadership at the company.

About this roll* (Responsibilities)

• Develop and implement business strategy and operations for Professional Services
• Build strong internal relationships with teams including Customer Success, Onboarding, Sales, Marketing, Product, and Legal to ensure alignment and execute on cross-functional objectives
• Launch and manage new service pilots, tracking KPIs to inform go/no-go decisions
• Scope and lead multiple projects and ensure the team stays on track for defined goals and milestones
• Research and launch a new services partner ecosystem, managing relationships with key partners
• Drive decision-making and implementation of new tools and processes to improve efficiency of our services
• Capture and track metrics to inform our progress, and report to the senior leadership team
• Analyze current state of systems, processes, and operations across the entire lifecycle of our services offerings
• Conduct market analysis including in-depth customer and industry research to develop a point of view on the opportunities for service expansion and prioritization

Do you have the right ingredients*? (Requirements)

• BA/BS required
• Excellent interpersonal skills with the ability to think and communicate thoughtfully with technical and non-technical groups across all organizational levels
• 5+ years of work experience, in strategy consulting, corporate strategy, or operations for high growth technology companies
• Demonstrated experience with strategic / operational projects that have many facets and moving parts
• Strategic thinker and tactical executor – able to quickly shift from big picture to detailed operations
• Proven ability to develop relationships and problem solve with cross-functional and external partners
• Motivated and action-oriented team player, with track record of success in fast-paced environments with changing priorities
• Strong analytical skills with the ability to solve complex problems
• Leadership and general management skills, especially in gaining alignment with different stakeholders
• Proficient with MS Excel, MS Powerpoint, Google Suite, Salesforce, and BI and project management tools.

Special Sauce* (Nonessential Skills/Nice to Haves)

• Experience in professional services or building partner ecosystems
• Deep understanding of restaurants and/or the restaurant technology space
• Advanced degree (MBA/MS)

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

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$144,000—$230,000 USD

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].