Senior Product Manager, Toast
Customer Support Platform
$126-202k
+ Cash compensation (overtime, bonus/commissions if eligible) + Equity
Point of sale and management system for restaurants
Be an early applicant
Point of sale and management system for restaurants
1001+ employees
Be an early applicant
$126-202k
+ Cash compensation (overtime, bonus/commissions if eligible) + Equity
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- You are obsessed with customers and how they work
- You wake up thinking about how to help our customers reach out for support and troubleshooting their problems
- You love solving complex problems, looking across experiences, and scaling simplicity for customers and for internal teams
- You are grounded in user feedback, cross-functional partnership, and can translate customer and user needs and product vision into world-class experiences that work at scale
- You have a proven track record of shipping both backend and user-facing experiences that aim to reduce customer effort
- Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
- A track record of shipping effective features and experiences with data-driven decision-making
- Experience developing and launching products with cross-functional constraints, not just technical constraints, and working collaboratively and effectively with cross functional teams
- Exceptional communication skills, able to work well with architects, engineers, designers, customers, as well as executives and functional leaders outside of R&D
- Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products
- Entrepreneurial mindset and ability to create a compelling product vision
- Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics
What the job involves
- In this role, you will shape the future of how Toast communicates with our customers about business critical events, updates, and actions in pursuit of driving our ambitious plans to transform the way customers access and receive support
- This role spans two interconnected user experiences areas: the Customer Communications Platform and the Help Center team
- In this role you will collaborate across teams to identify communication use cases, user data needs, communication channels, and measurement requirements to build a Communications Platform that can be leveraged by response engineering, customer operations, customer care, tax and payments teams, and more
- You will also drive forward the roadmap to build customers a unified digital destination to get the help they need from Customer Care through seeing their open cases, relevant communications, device statuses, and more
- The role is pivotal to unlocking accurate and complete user data that will be used across the company to better identify and communicate with our customers
- Own and drive the roadmap for the Customer Communications Platform helping to identify the needed data, high-impact use cases, and an overall strategy for improving customer communications at Toast
- Help define and implement go to market strategy for the new help center experience, designing tests, incremental launch milestones, and collecting customer feedback
- Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature
- Partner with multiple teams to figure out what customers need to know and when
- Research and get to know customers (internal and external) directly
- Champion customer needs internally by building strong relationships horizontally and vertically within Toast
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 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
Fenway–Kenmore, Boston, MA
Leadership
Steve Fredette
(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
(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
(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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