Senior Director, Care Operational Excellence

2 hours, 22 minutes ago
Full-time
Executive
Project and Program Management
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

Description

  • Own the end-to-end Support operating model, including organization structure, staffing, routing, escalation paths, and service channels.
  • Build operating cadences for performance reviews, root-cause analysis, escalations, leadership reporting, and continuous improvement.
  • Lead the roadmap, implementation, adoption, and measurement of AI-enabled support across virtual agents, voice AI, agent assist, and automation.
  • Partner with Product and Engineering on support tools, including CRM, helpdesk, contact center, knowledge base, and AI platforms.
  • Define support metrics and reporting for resolution time, CSAT, CES, quality, cost-to-serve, and AI containment.
  • Build quality assurance, calibration, coaching, and performance measurement programs.
  • Own Voice of Customer and Product Feedback programs, routing insights to Product and Engineering and tracking outcomes.
  • Lead workforce forecasting, staffing, scheduling, shrinkage, real-time management, and capacity planning across internal and BPO teams.
  • Represent Support in cross-functional planning and communicate performance, risks, and plans to executives.
  • Build and develop a team of operational excellence leaders and establish succession planning.

Requirements

  • 12+ years of experience in Customer Support, Customer Experience, or Support Operations, including significant Director-level or above leadership.
  • Experience building and scaling support organizations in large, high-growth technology companies, preferably B2B or B2B2C.
  • Hands-on experience implementing AI in support, including virtual agents, chatbots, voice AI, agent assist, or automation.
  • Experience supporting SMB through Enterprise segments with differentiated service models, SLAs, and channels.
  • Strong quantitative and analytical skills, including support data, BI tools, capacity modeling, cost-to-serve, and ROI analysis.
  • Experience with workforce management, forecasting, and capacity planning disciplines and tools.
  • Proven ability to influence Product and Engineering roadmaps without direct authority.
  • Hands-on, execution-oriented approach to solving operational, process, and data problems.
  • Bachelor’s degree required; MBA or equivalent preferred.

Benefits

  • Base salary range of $166,000–$339,000 USD depending on geographic zone, experience, and skills.
  • Additional compensation may include bonus or commissions, equity, and benefits.
  • Competitive total rewards designed to support financial security, health, and changing needs.
  • Hybrid work model supporting in-person collaboration and regional flexibility.
  • Inclusive workplace with reasonable accommodations available throughout the hiring process.

Interested in this position?

Apply directly on the company website

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