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Director of Operational Excellence

2 days, 1 hour ago
United States
Full-time
Executive
Operations Manager
Project and Program Management
Apply Now
Toast

Toast

Toast is an all-in-one platform for restaurants, offering tableside ordering, online ordering, and labor management to empower businesses in the food service industry.

Hotels, Restaurants & Leisure
1K-5K
Founded 2012
View All Jobs 54

Description

  • Build and scale Toast’s Process Engineering and Continuous Improvement program, including the strategy, roadmap, and operating model.
  • Lead end-to-end process redesign across the customer lifecycle in partnership with Sales, Marketing, Finance, Legal, and Customer Success.
  • Map, analyze, and optimize high-impact workflows such as renewals, downsells, cancellations, and change of ownership.
  • Identify, investigate, and permanently resolve recurring systemic issues that create customer frustration and operational inefficiency.
  • Design and run a structured continuous improvement operating model with intake, prioritization, fix ownership, and closed-loop validation.
  • Identify opportunities to apply AI, automation, and emerging technologies to streamline workflows and reduce manual effort.
  • Eliminate operational waste such as redundant steps, handoff errors, and cycle-time drag using Lean and Six Sigma methods.
  • Define and own enterprise-wide process KPIs and communicate measurable impact to executive and cross-functional stakeholders.
  • Establish governance and accountability mechanisms, including review cadences, fix tracking, and validation processes.
  • Coach teams and leaders on structured problem-solving and embed a culture of continuous improvement across the organization.
  • Lead and develop a high-performing team in a complex, matrixed environment.

Requirements

  • 10+ years of experience in process engineering, operations, continuous improvement, or transformation leadership.
  • Proven track record of designing, scaling, and sustaining enterprise-wide process improvements.
  • Proven experience deploying AI and automation solutions in production environments to improve efficiency and scale operations.
  • Deep expertise in process mapping, value stream analysis, root cause analysis, and workflow optimization.
  • Experience using Lean, Six Sigma, DMAIC, A3, 5 Whys, and Fishbone methodologies.
  • Lean/Six Sigma Black Belt certification strongly preferred.
  • Demonstrated ability to drive measurable improvements in resolution time, cost-to-serve, error rates, recurrence rates, and customer satisfaction metrics such as NPS/CSAT.
  • Proven ability to lead cross-functional investigations and redesigns without direct authority.
  • Strong analytical and systems-thinking skills, with comfort using operational data to quantify impact and validate fixes.
  • Excellent communication and storytelling skills for both execution teams and executive audiences.
  • Experience building governance structures and operating models where none previously existed.
  • Experience building and scaling teams and fostering accountability, curiosity, and continuous learning.

Benefits

  • Base salary range of $193,000-$309,000 USD in Zone A, $168,000-$269,000 USD in Zone B, or $151,000-$242,000 USD in Zone C.
  • Total rewards include cash compensation such as overtime and eligible bonus/commissions, plus equity.
  • Hybrid work model that supports in-person collaboration while considering individual needs.
  • Accessible and inclusive hiring process with reasonable accommodations available for candidates with disabilities.
  • Opportunity to work at a company focused on customer experience and operational transformation.

Interested in this position?

Apply directly on the company website

Apply Now

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