Principal Program Manager, Toast

• 5+ years of experience in project/program management, experience managing an array of diverse project/program offerings spanning customer experience, marketing, consulting, strategy & operations
• Strategic thinker, with an analytical, data-driven approach to problem-solving
• Excellent written & verbal communications skills with a strong attention to detail
• Demonstrated change management and stakeholder management skills; ability to influence and manage both cross-functionally and upwards
• Extremely versatile, with experience in wide-ranging or cross-functional areas, an eagerness to dive into new challenges with limited experience, and a dedication to efficient productivity
• Growth mindset: you seek out learning opportunities for yourself and can work well independently and cross-functionally with various teams
• Strong EQ - ability to empathize with our customers, the industry, and fellow Toasters with a commitment to building a world-class, global customer experience together
• Proven experience in a fast-paced, diverse environment that can span program management, customer experience, marketing, consulting, strategy & operations roles

Desirable

• As Principal Program Manager, Customer Experience Operations, you are a key player in driving customer loyalty through exceptional customer experience management.
• You will drive the planning, prioritization, and governance of Toast’s customer experience strategy, and will influence, evangelize and govern customer experience strategy and principles throughout the organization.
• This role reports to the Director of Customer Experience Operations, and is a high impact, high visibility position within the Customer Success organization
• Partner with the Director of Customer Experience Operations to implement Toast’s customer experience vision, operations, and roadmap; collaborate across the entire Customer Experience organization to ensure customer insights and experience design are aligned with overall customer experience roadmap and priorities
• Create and track evolving portfolio of customer experience programs & initiatives to ensure alignment to strategic vision, direction, and standards for championing a world class customer experience, in alignment with the changing needs of Toast and Toast customers
• Define and disseminate the Customer Experience operating system, implementing frameworks & templates to facilitate shared understanding, alignment and collaboration for customer experience initiatives’ plans, progress, goals, and risks
• Establish & foster deep cross-functional relationships with strategic partners across Toast - including Sales, Onboarding, Customer Success, and R&D - to ensure accountability and a high degree of execution for all customer experience initiatives