Senior Program Manager, Retail Strategy and Operations

1 hour, 13 minutes ago
Full-time
Senior
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

  • Lead and project-manage cross-functional initiatives across Care, Customer Success, and Product to drive alignment and execution.
  • Build operational programs from the ground up, including identifying business needs, designing processes, and implementing them.
  • Improve Care Operations by streamlining escalation workflows and cross-functional coordination.
  • Partner with Customer Success on account health monitoring, capacity planning, and operational frameworks.
  • Support Product and Engineering with backlog hygiene, SLA monitoring, and dependency management.
  • Contribute to retail strategic planning, including market expansion playbooks and mid-market growth frameworks.
  • Translate business needs into scalable operating processes that support retail growth.
  • Work closely with leaders across functions to enable the Retail business to scale sustainably.

Requirements

  • 10+ years of professional experience.
  • 5+ years managing programmatic initiatives or complex project lifecycles, ideally in a post-sale environment at a technology or SaaS company.
  • Bachelor’s degree.
  • Strong project management skills with the ability to drive multi-stakeholder initiatives without formal authority.
  • Analytical comfort with operational metrics and lightweight analysis that informs decisions.
  • Track record of earning trust with senior leaders and cross-functional partners across technical and commercial teams.
  • Excellent written and verbal communication skills with the ability to translate complexity into clear narratives.
  • Results-oriented mindset with strong discernment about where to focus effort.
  • Familiarity with tools such as SQL, Jira, Jira Product Discovery, Salesforce, and Notion is preferred.
  • Experience scaling programs in a startup environment is preferred.
  • Customer Success Management experience is preferred.
  • Curiosity and enthusiasm for AI tools, including using them to automate analysis, surface insights, and build lightweight operational tools.

Benefits

  • Base salary range of $181,000-$290,000 USD for Zone A, $157,000-$251,000 USD for Zone B, or $142,000-$227,000 USD for Zone C.
  • Total rewards package that includes cash compensation, bonus/commissions if eligible, equity, and benefits.
  • Competitive compensation and benefits programs.
  • Flexible hybrid work model that supports in-person collaboration and individual needs.
  • Benefits designed to support a healthy lifestyle and changing employee needs.
  • Access to AI tools across disciplines to support learning and productivity.
  • Reasonable accommodations available during the application and interview process for candidates with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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