Director, Internal Enablement, Customer Success

Toast creates technology to help restaurants and local businesses succeed in a digital world helping business owners operate increase sales engage customers and keep employees happy.

The Director of Internal Enablement is a senior leader responsible for equipping Toasts Support and Customer Success teams to deliver a high-quality consistent and efficient customer experience by accelerating the role readiness and role mastery of our Toasters.

This leader owns the vision operating model and execution of enablement in critical areas: New Hire Enablement (focused on improving time-to-productivity) and Continuous Enablement/Everboarding (continuous development of tenured Toasters). This is a highly-visible role that will work closely with leaders across Toast to translate business goals into role-based competencies product proficiency (and mastery where relevant) as well as process/tool adoption while using enablement metrics to identify measure and improve Toaster and Customer impact.

A day in the life (Responsibilities)

• Own the enablement vision and operating model defining the teams charter strategy and priorities.
• Establish and run a transparent data-driven intake and prioritization process for enablement requests and opportunities. Diagnose root causes and route non-enablement issues (process product policy tooling) to the correct owners.
• Shorten time-to-productivity for new hires by establishing the right skills and behaviors and enabling Toasters on critical tools and processes.
• Advance role mastery for tenured Toasters through ongoing skill development and programmatic enablement strategies.
• Refine the strategy for enabling agents on in-the-moment and reactive call volume drivers like outages and bugs.
• Define and optimize enablement inputs - what we deliver when we deliver it and how Toasters engage - to improve Support outcomes (Customer Satisfaction Score and Time To Resolve) and Customer Success outcomes (Net Revenue Retention Product Adoption and Churn)
• Establish and continuously refine roadmaps built with stakeholders. Implement projectmanagement norms with clear success metrics tied to quantified business outcomes.
• Serve as a trusted partner to Customer Success leadership and crossfunctional teams to support Toasts transformation into a global multiproduct enterprisegrade business ensuring Toasters can deliver great experiences during rapid change.

What youll need to thrive (Requirements)

• Experience leading teams and setting the strategic vision with a strong focus on operational excellence.
• Excels at scoping roadmapping and cross-functional execution of programs with clear milestones and owners to deliver projects on time and within scope.
• Capable of working with a diverse set of stakeholders across departments and organizational levels.
• Deep understanding of how frontline Support agents and Customer Success Managers operate day to day.
• Extensive experience with learning strategy design and training facilitation best practices.
• Able to establish credibility and trust with managers and frontline employees using strong communication to explain the why behind enablement as a critical part of building a great customer experience.
• Excited to work with a global team that spans time zones and cultures

AI at Toast

At Toast one of our company values is that were hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster more independently and with higher quality. We provide these tools across all disciplines from Engineering and Product to Sales and Support and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; its a core part of our culture.

Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract retain and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs. Learn more about our benefits at base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) benefits and equity (if eligible).

Pay Range

$157000$251000 USD

Diversity Equity and Inclusion is Baked into our Recipe for Success

At Toast our employees are our secret ingredientwhen they thrive we restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally check out: today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process please contact .

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For roles in the United States It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Required Experience:

Director