Manager, Product Support Insights

Are you bready* to build for success?
As the Manager, Product Support Insights, you will lead a team that establishes and grows the important partnership between our Care, Product, Engineering, and UX teams.
Our team is passionate about driving insight from our customer support interactions to develop opportunities for improving the overall customer experience. This includes bringing together a passion for and understanding of our product, our customers, and our agents to create a holistic view of what it means to get support as a Toast customer. In this role, you will work in close partnership with R&D leads to advocate for our customer, advise on trends and pain points, and co-create solutions. You will bring a curiosity for the inner-workings of our product and business and a compassion for our customers’ challenges. In this role you have an opportunity to make a massive impact on evolving and improving our customer experience.
This role will be hybrid to the Chicago or Boston office.
About this roll*:

• Is a passionate voice of our customers, and advocates for them with stakeholders across Customer Success and R&D
• Works with Product and analytics teams to measure and report out on impact of key initiatives
• Works closely with Product, Education, and Enablement teams to ensure we are making progress towards our goals and works to remove any blockers
• Builds prioritization framework for assessing deflection opportunities and driving collaboration and roadmaps with Product and Education teams
• Builds and maintains an efficient and scalable collaboration model with product and education teams, focused on delivering customer impact
• Proactively identifies insights and root cause of customer issues by partnering with various partners including analytics, quality, and Care agents
• Helps team to synthesize findings in an actionable and easy to understand manner, then leverages data and storytelling in presenting to our R&D teams
• Manages the Care-Product Advisory team, made up of customer-focused and product-minded strategists
• Creates toolkit for gathering and analyzing customer and agent pain points across Care

Do you have the right ingredients*?

• Customer-first and curious
• Natural collaborator and leader, has served as a thought partner and advisor across cross-functional organizations
• Experience in voice of the customer analysis (including surveys, interviews, CSAT, NPS)
• Bachelor's Degree with 4+ years of experience in customer-centric roles like marketing, customer service, product management
• Passionate for leadership and mentorship
• Familiarity with tools like Looker, Excel, Salesforce
• Ability and willingness to learn technical products, leverage data in storytelling
• Experience with lifecycle analysis, journey mapping, persona building
• Experience driving and managing change through cross-functional teams
• Strong communicator, able to define a story and pull together the right pieces to tell it
• 2+ years of people leadership and/or consulting experience preferred

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
$119,000—$189,999 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].