Principal Program Manager, Toast
Knowledge Tech
$124-198k
+ Equity
Point of sale and management system for restaurants
Job no longer available
Point of sale and management system for restaurants
1001+ employees
Job no longer available
$124-198k
+ Equity
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 8+ years of experience leading the strategy for a mature knowledge base and driving measurable improvements at scale
- Experience managing complex and technical projects required
- Advanced experience with knowledge-related tech and tools, such as Coveo, Salesforce Service Cloud, Intercom, Contentful, or other CMS tools
- Advanced knowledge and experience with information architecture as it relates to a knowledge base and how content is organized
- Experience with applying knowledge of machine learning, generative AI, and data analytics to improve knowledge base KPIs
- Ability to see the big picture and problem-solve the root cause, not just the immediate symptom
- Ability to communicate technical ideas while building a network of cross-functional relationships
- Comfortable with the level of learning and ambiguity needed to navigate fast-evolving emerging technologies like AI
Desirable
- Self-motivated with a relentless “fixer” mindset
- Familiar with and empathetic to the restaurant customer experience
- Passion for research and curiosity that calls you to go beyond “good enough” to create something innovative and exciting
- Knowledge of HTML and CSS
What the job involves
- As a key player on the team, you will use your strong program management skills and experience in managing a complex knowledge base to lead initiatives aiming to enhance the knowledge experience
- You will champion opportunities for innovation within our tech stack and processes
- Your responsibilities will involve owning the technical and strategic roadmap for optimizing our knowledge base to improve NPS and scale case deflection
- Lead the Knowledge Tech program to make incremental improvements to the knowledge experience, from authoring to search optimization, for Toasters and customers
- Partner with teams across the business to explore and test ways in which we can move knowledge from reactively answering questions to proactively serving up the correct answer
- Own the vision and strategy for how LLMs and generative AI can drive efficiencies with our processes and lead users to easily and quickly find the information they’re looking for
- Identify opportunities where technology can be leveraged to deliver on a modern knowledge platform
- Define, implement, and monitor KPIs for AI-driven projects tied to our knowledge base
- Support Toast Now workstreams and future projects related to knowledge and tech innovation
- Provide oversight, thought leadership, and strategic leadership to effectively align projects and ensure organizational goals are executed with excellence
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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