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Senior Director, Enterprise Customer Care - AI Strategy

3 weeks, 4 days ago
United States
Full-time
Executive
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Salesforce
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 12

Description

  • Define and own Enterprise Care’s AI and intelligence strategy in alignment with organizational roadmaps.
  • Pilot, evaluate, and recommend AI tools for agent assistance, case routing, knowledge suggestions, escalation prediction, and SOP drafting.
  • Partner with Program Management, Product, Engineering, and Data teams to move AI solutions from pilot to production across Salesforce, knowledge base, and ticketing systems.
  • Design an analytics framework of dashboards, signals, and reports that enable leaders and agents to act independently.
  • Build or commission complexity intelligence tools to classify contacts, identify high-effort accounts, and surface agent workload and burnout signals.
  • Assess organizational AI readiness, including data quality gaps and remediation plans.
  • Translate AI capabilities, performance metrics, ROI, and risks into clear operational recommendations for Enterprise leadership.
  • Monitor the customer-support AI landscape and provide informed tool and strategy recommendations.
  • Build AI and data literacy across Enterprise Care to support durable adoption.

Requirements

  • 10+ years of experience in customer support, customer success operations, or enterprise service delivery.
  • At least 2 years of experience using AI or ML tools in a production support or customer experience environment.
  • Hands-on experience with AI-assisted support tools such as Salesforce Einstein, Glance, or equivalent.
  • Ability to define metrics, query datasets with analyst support, interpret distributions, and communicate findings accurately.
  • Strong judgment regarding AI use cases, hallucination risk, workflow noise, and agent trust.
  • Experience partnering with Engineering or Data teams to define specifications, review implementations, and provide feedback.
  • Leadership presence capable of building trust with support agents and executive confidence in measurable AI ROI.
  • Demonstrated track record of delivering solutions that were adopted and used in production.

Benefits

  • Base salary ranges from $173,000–$277,000 in Zone C, $192,000–$307,000 in Zone B, and $222,000–$355,000 in Zone A, depending on experience, skills, and location.
  • Additional total rewards may include cash compensation, bonuses or commissions where eligible, equity, and benefits.
  • Competitive benefits designed to support healthy lifestyles and changing employee needs.
  • Hybrid work model supporting in-person collaboration and regional flexibility.
  • Inclusive workplace with accessibility accommodations throughout the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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