Toast

Principal Product Manager, Voice AI

Toast

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $165,000 - $264,000 per year

Job Level

Lead

About the role

  • Define vision & portfolio strategy. Own the long-term vision and multi-quarter roadmap for in-store voice AI and the platform that enables multiple use cases across FOH/BOH. Balance short-term pilots with long-term platform investments.
  • Run vendor & technical evaluation. Lead technical evaluation of voice and AI vendors (ASR, NLU, TTS, edge inference, on-device options) and create benchmarking frameworks for accuracy, latency, privacy, and cost.
  • Lead commercial conversations. Drive vendor commercial discussions (pricing models, licensing, SLAs) and surface negotiation points — partnering with Procurement and Legal who finalize contracts and budget approvals.
  • Drive zero → one discovery and pilots. Plan and execute discovery, rapid prototyping, and in-restaurant pilots; iterate based on operational feedback and scale successful experiments.
  • Design a reusable voice platform. Define APIs, integration patterns, data flows, and tooling that make voice capabilities reusable across guest experiences, staff workflows, and integrations with POS, kitchen systems, and telemetry services.
  • Lead GTM & commercialization. Define pricing, packaging, and go-to-market strategy with Product Marketing, Sales, and Operations; identify commercial models that fit restaurants of different sizes.
  • Coordinate cross-functional delivery. Align Engineering, Hardware Ops, Reliability, Security, Data, Research, Design, Care/Onboarding, and GTM partners to de-risk delivery and adoption.
  • Drive operational readiness & reliability. Define operational playbooks, observability, edge/online failover modes, and post-launch monitoring to ensure reliable in-store behavior and low support cost.
  • Champion field research & validation. Spend time in restaurants to learn operational workflows, validate prototypes, and iterate with real staff and guests.
  • Mentor & shape product practice. Coach senior PMs and engineers on voice/AI product development, vendor evaluation, and responsible AI practices; contribute to the Product Playbook.
  • Embrace and advocate for the use of AI tools to accelerate product discovery, streamline execution, and explore new product experiences - helping shape how we build and what we build.

Requirements

  • AI product delivery experience. ~8+ years shipping complex software products with demonstrated ownership of multi-team programs or a major product portfolio, and experience delivering AI-enabled features or products.
  • AI Model Evaluation. Hands-on experience defining and owning AI model evaluation (examples: WER/CER, intent accuracy, wake-word false accept/reject, latency, completion/task success), building continuous evaluation and model ops processes (drift detection, automated regression tests, A/B testing, rollback/mitigation playbooks), and partnering with ML teams to run experiments and error analysis.
  • Zero → one experience. Proven track record taking a product from discovery through prototype and pilot to scale.
  • Vendor evaluation & commercial acumen. Hands-on experience evaluating AI/voice vendors and participating in vendor commercial conversations (note: Procurement/Legal finalize contracts).
  • Platform mindset. Ability to design reusable APIs and platform capabilities that enable multiple downstream use cases and teams.
  • Customer & ops empathy. Experience conducting on-site discovery and validating prototypes in operational environments (restaurant or other physical venues).
  • Cross-team leadership. Exemplary stakeholder management and ability to align senior partners across hardware, engineering, ops, and GTM, especially on high-visibility initiatives.
  • Communication & influence. Clear, persuasive written and verbal communication; able to synthesize technical tradeoffs and business value for executives and partners.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI product deliveryAI model evaluationvendor evaluationAPI designdata flow designbenchmarking frameworksoperational playbooksA/B testingregression testserror analysis
Soft Skills
cross-team leadershipstakeholder managementcommunicationinfluencecustomer empathyops empathymentoringcoachingnegotiationcollaboration