Senior Product Manager, Support AI Experimentation

6 days, 17 hours ago
Full-time
Senior
Product 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

  • Continuously scout the AI landscape for new models, tools, agents, retrieval approaches, and voice systems relevant to support.
  • Develop clear points of view on which AI concepts Toast's support organization should test and why.
  • Design and run lightweight experiments to validate AI-driven support ideas before major infrastructure investment.
  • Make go/no-go decisions on exploration threads and synthesize findings into actionable recommendations.
  • Own and adjust the experimentation roadmap, including when to pursue, deepen, or stop a thread.
  • Translate experiment results into business outcomes such as deflection rates, resolution speed, customer effort, and care team efficiency.
  • Collaborate with engineering, data science, support operations, and platform teams to hand off proven concepts for production.
  • Communicate experimental findings credibly to both technical and non-technical stakeholders.

Requirements

  • 5+ years of product management experience.
  • Meaningful experience with AI- or ML-powered products in production.
  • Bonus experience with conversational AI, support tooling, or customer-facing automation.
  • Genuine AI-native curiosity, including active interest in model releases and new tools.
  • Demonstrated ability to run fast, scrappy experiments without waiting for perfect infrastructure.
  • Strong judgment about which AI ideas are worth pursuing and which should be rejected.
  • Comfort operating in ambiguity and a shifting roadmap.
  • Ability to connect experimental work to business outcomes and present findings to diverse stakeholders.
  • Experience working across team boundaries to hand off proven concepts.
  • Preferred familiarity with support operations, engineering, and data science collaboration.

Benefits

  • Base salary range of $159,000-$254,000 USD for Zone A, $138,000-$221,000 USD for Zone B, or $125,000-$200,000 USD for Zone C.
  • Total rewards package that includes cash compensation, equity, and benefits.
  • Competitive compensation and benefits designed to support a healthy lifestyle and changing needs.
  • Flexible hybrid work model with in-person collaboration and individual flexibility.
  • Access to AI tools across disciplines to help employees build faster and with higher quality.
  • Reasonable accommodations available during the hiring process for candidates with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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