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Manager, Care Strategy & Innovation
Company | Toast |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Software Development,Technology, Information and Internet |
Expires | 2023-07-13 |
Posted at | 10 months ago |
Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.
- Lead design, development, and user acceptance testing (UAT) to scale apps to drive automation of agent workflows and data support that allows teams to drive a better customer experience and up-sell options
- Eventually manage a team of 2-3 individual contributors (ICs) and operate as a player coach
- Lead strategy and drive a multi-year plan for Care’s future work distribution (i.e. Tier 1 vs. Tier 2 vs. Tier 3 / Escalations, Internal vs. business process outsourcing (BPO), etc.)
- Meet with cross-functional leaders regularly to identify gaps and opportunities to evolve and define, codify, and build new processes and programs
- Gather insights and guide critical business decisions through detailed data analyses requiring multiple large datasets
- Be a data-driven subject-matter expert (SME) embedded to all parts of Care such as customer-facing support, workforce management, training, and quality assurance
- Partner closely with Research & Development (R&D) on support tooling innovation
- 6+ years of relevant work experience in strategy & operations and / or management consulting
- High-energy, team-first, positive attitude
- Effective, clear, and concise presentation and communication skills, verbal and written
- Exceptional problem solving skills and demonstrated ability to structure complex questions and propose innovative solutions
- Proven track record of autonomy, prioritization of deliverables, and influencing decisions with data-driven analyses
- BA/BS degree preferred, MBA a plus, but not required
- Familiarity operating in business intelligence (BI) tools: reporting/visualization (Tableau), analysis (Excel, Google Sheets), summarizing (slides, pivot tables, charts)
- Bread puns encouraged but not required
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