Manager Enablement, Program Manager

<h2><span style="font-size: 12pt;"><strong>About Toast</strong></span></h2> <p><span style="font-size: 12pt;">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.</span></p> <h2><span style="font-size: 12pt;"><strong>Role Overview</strong></span></h2> <p><span style="font-size: 12pt;">The Manager Enablement Program Manager<strong> </strong>is the strategic architect responsible for enabling, scaling, and governing the holistic onboarding, continuous development, and coaching infrastructure for people managers globally across Customer Care and Customer Success (CS). This senior individual contributor role defines how Toast builds its leadership bench and empowers managers to transform talent into high-performing contributors within a complex operational ecosystem.</span></p> <p><span style="font-size: 12pt;">Serving as a thought leader within the Enablement organization and a trusted partner to Care and CS Directors and Senior Leaders, this role bridges the gap between leadership development and business-critical KPIs. By applying advanced data analytics, adult learning principles, and modern AI tools, you will build a predictable, scalable ecosystem that equips managers to drive consistent team performance across key metrics such as CSAT, and Net Revenue Retention.&nbsp; This role will guide managers through the governance of high velocity tech changes to policy, procedure, and platforms to ensure high adoption and clear post enablement impact.&nbsp;</span></p> <h2><span style="font-size: 12pt;"><strong>A Day in the Life (Responsibilities)</strong></span></h2> <h3><span style="font-size: 12pt;">Strategic Program Management &amp; Governance</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Design, contract, and scale end-to-end Manager Training &amp; Enablement programs aimed at robust bench building, leadership development, and continuous professional growth.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Care Operations, CS and CSO leadership to shape the overall manager investment strategy bringing consensus and acquiring buy-in to a shared vision and roadmap.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build and govern standardized coaching playbooks, behavioral rubrics, and coaching certifications to ensure global manager consistency and talent transformation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish operational rhythms and governance frameworks that empower managers to effectively leverage insights tools and drive high-impact coaching sessions with AI based manager 1:1 dashboards and transcription analysis.&nbsp;</span></li> </ul> <h3><span style="font-size: 12pt;">AI Coaching Modules &amp; Ecosystem Innovation</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Architect and transition the standard manager training lifecycle into a closed-loop system by designing, piloting, and scaling autonomous AI coaching modules and simulation systems.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Integrate AI voice and text-based role-play tools into a manager "practice arena" to simulate high-complexity coaching, performance management, and alignment scenarios to assist managers with the development of their direct reports.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Optimize modern AI tools and LLM-based tech to build engaging, hyper-personalized manager support tools that empower leaders to be highly effective.</span></li> </ul> <h3><span style="font-size: 12pt;">Tailored Enablement Delivery &amp; Architecture</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop specialized, distinct enablement pathways that address the priority KPIs of Customer Care (TTR/C (Time to Resolve/Close), CSAT (Customer Satisfaction), Transfer Rate, and AHT (Average Handle Time)) and CSM KPIs (Save Rate, Churn Mitigation, Downsell prevention).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Drive key manager KPIs in Coaching Compliance, Coaching Effectiveness, and Manager Engagement.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Design, build, and iterate on the onboarding design for new managers, including newly promoted, as well as the continuous development and enablement of tenured managers.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ensure managers are deeply versed on organizational, product, and process changes, and fully equipped to translate those changes effectively to their teams during Huddles and dedicated coaching sessions to ensure adoption and effective application by their agents.</span></li> </ul> <h3><span style="font-size: 12pt;">Influence, Analytics &amp; Evaluation</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Align and influence cross-functional Senior Leader and Director-level stakeholders as a trusted thought partner, managing massive programmatic changes across distributed&nbsp; teams.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proactively identify global areas of opportunity to support managers and leadership, providing ready solutions backed by a high rigor of analytical and performance assessment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead as a Center of Excellence globally, evaluating behavioral opportunity areas and structuring remedial manager initiatives both internally as well as shared with BPO partners.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish robust post-enablement measurement frameworks to evaluate learning impact, leveraging AI analytics to track real-world performance improvements and core business KPIs.</span></li> </ul> <h2><span style="font-size: 12pt;"><strong>What You'll Need to Thrive (Requirements)</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">5-8 years of experience delivering high-impact enablement, training infrastructure, leadership development curriculum, or performance coaching strategies within a fast-paced SaaS, Fintech, or fast-growth tech environment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated ability as a senior leader to align cross-functional VP and Director-level stakeholders, manage massive programmatic changes, and drive process discipline across fragmented teams.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven domain expertise navigating both transactional/queue-based operational environments (Customer Care/Support) and relationship-driven commercial environments (Customer Success/Account Management).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A strong portfolio of work demonstrating the ability to take an ambiguous, loosely defined objective and turn it into a scalable, repeatable corporate program.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor’s degree required, with an advanced degree in Adult Learning, Organizational Development, or a related discipline highly preferred.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Power-user familiarity with modern customer stacks, learning tools, and data analytics dashboards (e.g., Salesforce, CRMs, LMS tools, and AI platform assistants).</span></li> </ul> <h2><span style="font-size: 12pt;"><strong>Nice to Haves</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to leverage AI technology to deliver and measure proven learning impact, moving beyond traditional completion rates to extract deep leader performance insights.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven ability to leverage AI to analyze complex leadership learning opportunities, recommend and gain buy-in on the right solution for complicated business needs, and follow through to completion.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Prior experience managing managers and coaching coaches, as a force multiplier across a multi-team organization.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Prior experience working within the restaurant and/or tech space, or a deep personal understanding of restaurant operations and hospitality.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Self-motivated disposition with a relentless "fixer" mindset—the ability to see the big picture and solve root-cause problems rather than immediate symptoms.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Project management certifications (such as PMP or PMO framework familiarity) or a proven track record of applying formal project management methodologies to scale complex enablement lifecycles.</span></li> </ul> <h2><span style="font-size: 12pt;"><strong>AI at Toast</strong></span></h2> <p><span style="font-size: 12pt;">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.</span></p> <h2><span style="font-size: 12pt;"><strong>Our Total Rewards Philosophy</strong></span></h2> <p><span style="font-size: 12pt;">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<a href="https://careers.toasttab.com/toast-benefits"> https://careers.toasttab.com/toast-benefits</a>.</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span data-sheets-root="1">The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our <a class="in-cell-link" href="https://careers.toasttab.com/us-pay-zones" target="_blank">Geographic Pay Zone Philosophy</a>.</span></p></div><div class="title">Zone A</div><div class="pay-range"><span>$120,000</span><span class="divider">&mdash;</span><span>$192,000 USD</span></div></div><div class="pay-input"><div class="title">Zone B</div><div class="pay-range"><span>$105,000</span><span class="divider">&mdash;</span><span>$168,000 USD</span></div></div><div class="pay-input"><div class="title">Zone C</div><div class="pay-range"><span>$94,000</span><span class="divider">&mdash;</span><span>$150,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>How Toast Uses AI in its Hiring Process</strong></p> <p data-pm-slice="1 1 []">Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: <a class="ProsemirrorEditor-link" href="https://careers.toasttab.com/ai-in-hiring">https://careers.toasttab.com/ai-in-hiring</a></p> <p><strong>Our Approach to Hybrid Working</strong><br><br>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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region:&nbsp;<a class="ProsemirrorEditor-link" href="https://careers.toasttab.com/locations-toast">https://careers.toasttab.com/locations-toast</a></p> <p><strong>People Are the Secret Ingredient in Our Recipe for Success</strong></p> <p>At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.</p> <p><span style="font-weight: 400;"><strong data-stringify-type="bold">We Thrive Together</strong></span></p> <p><span style="font-weight: 400;">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: <a class="c-link" href="https://careers.toasttab.com/locations-toast" target="_blank" data-stringify-link="https://careers.toasttab.com/locations-toast" data-sk="tooltip_parent">https://careers.toasttab.com/locations-toast</a>.</span></p> <p><strong>Apply today!</strong></p> <p>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 <a href="mailto:candidateaccommodations@toasttab.com">candidateaccommodations@toasttab.com</a>.</p> <p><em>------</em></p> <p><em>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.</em></p></div>