Senior Program Manager, Customer Onboarding Education
Toast is the platform that helps restaurants adapt, take control, and return to what they do best: providing memorable experiences for their guests.
The Toast Education team strives to create empowered and self-sufficient customers through engaging and impactful learning experiences. We achieve this through various education methods, including video, written content, live training, eLearning, and in-product walkthroughs.
In this role, you’ll be responsible for building and maintaining cross-functional partnerships that allow you to identify, strategize, and manage high-impact projects to drive customer onboarding and product activation for Toast at scale.
You will partner directly with our Onboarding, Product, Customer Marketing, and Restaurant Success teams to determine how education can support our customers as they use Toast in their restaurants and expand their product suites. Ultimately, you will innovate how we help customers go live and thrive.
About this roll* (Responsibilities)
- Define and lead the strategy for Toast Education to support the increased activation of Toast products/modules.
- Partner with Onboarding to transform the experience of going live and getting settled in with Toast using education, in close collaboration with partners in Toast Education, Customer Marketing, Restaurant Success, and the Product Organizations
- Drive and deliver complex, cross-departmental projects and campaigns with numerous objectives, stakeholders, and moving pieces.
- Use supporting data to identify opportunities and prioritize new projects.
- Define the qualitative and quantitative business impact of project and program success.
- Report project and program impact to senior leadership monthly.
- Collaborate with Product Management to use education engagement insights to drive activation and improve the overall product experience.
Do you have the right ingredients*? (Requirements)
- Demonstrates strong project management skills with the ability to manage diverse campaigns and cross-functional initiatives.
- Effective written and oral communication that drives the adoption of your ideas, initiatives, and programs between peers and up to senior leadership.
- Ability to remain nimble and focused in a high-speed, dynamic environment.
- Process-oriented with a focus on scale.
- Collaborate and manage up to senior leadership across varying teams and disciplines to drive project timelines and critical results.
- Consistently demonstrates a problem-solving mindset.
- Displays a customer-first mindset.
- Can adapt communications to the discipline and responsibilities of your audience.
Special sauce* (Nice to have)
- Previous experience with content development teams in an Agile environment.
- Understand popular restaurant concepts and basic workflows
- Familiar with project management and analytics platforms such as Asana, Heap, Coveo, Looker, and Pendo.
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
The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$99,000—$158,000 USD
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply 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 [email protected].
