Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.

*This is a hybrid role with flexibility to go into our Boston office 2-3 days per week*

As the Manager, Product Support Insights, you will lead a team that establishes and grows the important partnership between our Care, Product, Engineering, and UX teams.

Our team is passionate about driving insight from our customer support interactions to develop opportunities for improving the overall customer experience. This includes bringing together a passion for and understanding of our product, our customers, and our agents to create a holistic view of what it means to get support as a Toast customer. In this role, you will work in close partnership with R&D leads to advocate for our customer, advise on trends and pain points, and co-create solutions. You will bring a curiosity for the inner-workings of our product and business and a compassion for our customers’ challenges. In this role you have an opportunity to make a massive impact on evolving and improving our customer experience.

About this roll* (Responsibilities)

• Manages the Care-Product Advisory team, made up of customer-focused and product-minded strategists
• Builds and maintains an efficient and scalable collaboration model with product and education teams, focused on delivering customer impact
• Creates toolkit for gathering and analyzing customer and agent pain points across Care
• Proactively identifies insights and root cause of customer issues by partnering with various partners including analytics, quality, and Care agents
• Helps team to synthesize findings in an actionable and easy to understand manner, then leverages data and storytelling in presenting to our R&D teams
• Builds prioritization framework for assessing deflection opportunities and driving collaboration and roadmaps with Product and Education teams
• Works with Product and analytics teams to measure and report out on impact of key initiatives
• Is a passionate voice of our customers, and advocates for them with stakeholders across Customer Success and R&D
• Works closely with Product, Education, and Enablement teams to ensure we are making progress towards our goals and works to remove any blockers

Do you have the right ingredients*? (Requirements)

• 4+ years of experience in customer-centric product management, customer service, or marketing roles that required advocating for customers needs through data storytelling
• 4+ years of people leadership and/or consulting experience preferred
• Strong grounding in customer feedback and cross-functional partnership; ability to translate customer needs to key product team stakeholders and influence changes to product using data
• Experience driving and managing change through cross-functional teams
• Possesses intellectual curiosity and an innovative mindset
• Natural collaborator and leader, has served as a thought partner and advisor across cross-functional organizations
• Experience in voice of the customer analysis (including surveys, interviews, CSAT, NPS)
• Experience with lifecycle analysis, journey mapping, persona building
• Ability and willingness to learn technical products, leverage data in storytelling
• Familiarity with tools like Looker, Excel, Salesforce

Special Sauce

• Bachelor's Degree in analytics or related field preferred

Our Spread* of Total Rewards
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 https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required