Onboarding Manager

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.

As Manager in Onboarding Support,  your role is pivotal in actively supporting the productivity goals of our internal teams and the overall success of our customers using the Toast platform. This team is responsible for supporting the Toast customer journey, enhancing customer relationships and improving their experience with Toast. As a Senior Manager, you will have a time of individual contributors that you will lead, coach and develop. 

Work Timings: 2PM - 11PM IST or 3PM - 12AM IST

A day in the life (Responsibilities) 

• Ability to collaborate and lead a team with another manager successfully
• Efficiently drive process improvements using data to support your decisions
• Ability to manage multiple work streams and queues at the same time, understanding deadlines and holding your team accountable to those
• Lead the full talent lifecycle—including interviewing, hiring, and mentoring—to build a diverse, motivated team capable of scaling operations efficiently and achieving challenging objectives
• Drives continuous improvement in the Customer onboarding experience by working with customer success, product, and engineering teams to identify and implement enhancements
• Build strong  relationships with your team  to promote  process understanding, technical troubleshooting, and continuous learning  about new product features and updates
• Partner with peers and stakeholders to develop scalable SOPs and establish robust reporting and OKRs for current and future product initiatives
• Develop feedback loops with relevant teams  to drive product and process improvements 
• Cultivate a one team mentality with your manager peers, providing feedback, and creating solutions together.
• Foster a team culture of open communication with your stakeholders (both onsite and offsite)  addressing  concerns and suggestions
• Foster professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles. 
• Actively support the career growth of your team members through high-level coaching, structured 1:1s, and ongoing professional enablement
• Handle escalated customer feedback directly from the Senior Leadership Team.
• Manage the use of Salesforce.com, Zendesk, JIRA, Asana, and all related applications.

What you'll need to thrive (Requirements)

• Experience: 5+ years of experience in performance management and coaching.
• Expertise: 10+ years of experience in a role responsible for onboarding program development and customer experience.
• Experience working with partners and stakeholders in the U.S.
• Proven Leadership: Experience in managing multiple large-scale projects and leading teams through organizational change.
• Proven ability to manage  multiple projects simultaneously, coordinating across teams  and maintaining strong communication with stakeholders
• Experience in building and managing  reporting dashboards to monitor team performance  and customer success metrics
• A genuine commitment to nurturing the professional growth and development of team members.
• Proven ability to collaborate with your peers and build a unified team culture

What will help you stand out (Nonessential Skills/Nice to Haves)

• Experience working in the tech industry or for a SaaS company
• The candidate should be flexible to work across both India and US time zones. This is a hybrid work opportunity, requiring a minimum of two days in office.

AI at Toast

At Toast, one of our company values is that we're 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; it’s 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 https://careers.toasttab.com/toast-benefits.