Director of Care Analytics, Toast
$177-283k
Point of sale and management system for restaurants
Open for applications
Point of sale and management system for restaurants
1001+ employees
Open for applications
$177-283k
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 8-10+ years of experience in Analytics, Business Intelligence, or Data Science
- 4+ years of leadership experience, specifically managing high-performing analytics teams
- Strong technical literacy in SQL and data visualization tools (e.g., Snowflake, Hex, Looker, Tableau, Sigma)
- Proven experience presenting to executive leadership and translating complex data into business strategy
- Must have experience working with customer data: Customer Support Operations, Customer Service, Customer Experience, CRM
- Track record of solving ambiguous business problems and managing competing priorities
- Bachelor’s Degree required; Master’s or MBA preferred
What the job involves
- The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team
- You will be the authority on the data that drives our support organization, responsible for turning support contacts into actionable insights that improve efficiency, reduce friction, and enhance the customer experience
- In this role, you will lead the evolution of the Care analytics function, establishing a culture of rigorous performance measurement and data governance
- You will partner closely with Finance, Workforce Management, and Data Infrastructure to champion a KPI system to act as a source of truth for the organization
- This will ensure that operational data is not only accurate but accessible and transparent to stakeholders at every level
- You will serve as the primary strategic guide to the Care leadership team, transforming complex datasets into clear, actionable recommendations
- By defining critical KPIs and delivering deep-dive analyses on agent performance, contact drivers, and the support experience, you will empower leadership to make experiential, operational, and financial decisions with confidence
- Proactive Strategy & Vision: Bring a forward-looking, innovative perspective to identify emerging trends and future opportunities that will shape the long-term Care roadmap, moving beyond current performance to drive new value for the business
- Strategic Leadership & Influence: Partner with Care executives to build data-driven prioritization frameworks that inform the planning and sequencing of strategic initiatives. Lead high-level discussions with key stakeholders to align on insights, recommendations, and the definition of success
- KPI Governance & Source of Truth: Own the definition, target setting, and governance of Care key metrics. Establish the "source of truth" for the organization, ensuring strict alignment with Finance, Workforce Management, Care Strategy and Operations teams
- Actionable Insights & ROI: Move beyond reporting to proactive insight generation. Use a business-case mindset to calculate the ROI of proposed recommendations, understanding the key assumptions required for success. Determine the right blend of speed versus depth in analysis to match business challenges with the right data points
- Team Development: Build, manage, and mentor a high-performing team of analysts. Foster a culture that blends technical data skills with strong business acumen and a customer-focused mindset
- Cross-Functional Collaboration: Act as the bridge between Care and the broader Toast ecosystem. Work with Product and Engineering teams to understand how upstream changes impact Care data and support the sourcing of new data streams
- Operational Rigor: Lead deep, technical analysis to identify opportunities for efficiency and guide the Care roadmap, specifically measuring the impact of pilots and new initiatives
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based, customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs from having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(Co-Founder & CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(Co-Founder & CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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