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Toast

Senior Manager, Care Experience Management

Toast

Senior Manager, Care Experience Management shaping customer support at Toast. Leading cross-functional initiatives to improve the customer and agent experience through strategic planning and AI tools.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $151,000 - $242,000 per yearWebsite

About the role

Key responsibilities & impact
  • Serve as the primary voice of Customer Care with Product and Engineering — synthesizing frontline insights, customer feedback, and operational data into clear problem statements and actionable opportunities.
  • Identify and prioritize high-impact improvements across the customer support experience, including process redesign, org structure, and automation.
  • Embed early in product development to shape priorities, design decisions, and rollout strategies.
  • Own end-to-end delivery of complex, cross-functional initiatives — translating ambiguous problem spaces into clear plans, milestones, and measurable outcomes.
  • Define success metrics and track outcomes (CSAT, NPS, FCR, AHT, cost-to-serve).
  • Provide clear, concise updates and recommendations to senior leadership.

Requirements

What you’ll need
  • 7+ years in consulting, operations, customer experience, or related roles.
  • Demonstrated experience leading complex, cross-functional initiatives with significant business impact.
  • Strong structured problem-solving and analytical skills.
  • Experience with and enthusiasm for AI tools to drive productivity and impact.
  • Experience working closely with Product, Engineering, or Technology teams.
  • Ability to operate independently in ambiguous, fast-moving environments.

Benefits

Comp & perks
  • Competitive compensation and benefits programs
  • Cash compensation (overtime, bonus/commissions if eligible)
  • Equity
  • Health insurance
  • Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools
process redesignautomationsuccess metricsCSATNPSFCRAHTcost-to-serveanalytical skillsstructured problem-solving
Soft Skills
leadershipcommunicationindependenceadaptabilitysynthesis of insightsprioritizationclear updatesrecommendations