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Senior Program Manager Care, Upskilling Enablement

Toast

Toast

Operations
Remote
Posted on Tuesday, July 9, 2024

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

As a Sr. Care Enablement Program Manager, you will manage programs enabling and developing our 1,500+ Customer Support team. Toast is constantly innovating and launching new products to make our customers' lives easier and new processes to enhance the effectiveness of our support team; your role will be critical in ensuring that our agents (both internal and at BPOs) are prepared and contribute meaningfully to making these launches successful.

This is a highly cross-functional role where you will work with Education, Care strategy, and Care Operations teams to deliver high-quality programs. You will lead prioritization strategies, work with learning design teams to determine the best enablement methods + approaches based on campaign complexity and level of change, and align on approach with Care strategy + operations. Holistically, you will be responsible for measuring the performance of the programs you own to ensure we are meeting our key goals. Our current processes are also ripe for reinvention, and we’re looking for someone ready to transform our approach.

You’ll assess the current state of the business with regard to your programs and ultimately build robust, digestible, actionable, data and insights that can be delivered to front-line managers + senior managers that drive accountability and impact by reporting on actions and progress against goals.

About this roll* (Responsibilities)

  • Program Management: Internally and for BPO’s, develop and maintain frameworks to manage key performance indicators (KPIs) for agents and their leaders. Work with product and education teams to prioritize launches that align with company goals while ensuring frontline teams can effectively support the launches. Regularly assess individual and team performance against established KPIs.
  • Strategy Design: In conjunction with learning design, re-imagine overall enablement strategy processes to make them most effective; creatively leverage underutilized resources, or create new ones to make learning most effective. Focus on removing redundancies, improving velocity, increasing visibility, and enhancing overall effectiveness.
  • Goal Setting and Data Analysis: Collaborate with team members to set clear and achievable goals for program success. Analyze data and identify trends, areas for improvement, and opportunities for scale and automation. Consolidate insights for easy access, reporting and leadership communication.
  • Enablement: In partnership with the People Excellence team, identify skill gaps within the agent and manager populations, recommend development interventions and training to enhance team capabilities, and provide constructive feedback to leaders based on the data to identify areas for continuous improvement.
  • Business Reviews: Work with analytics, managers, and agents to gather data and feedback to measure and report on program effectiveness to leadership. Provide insights for strategic decision-making and implement actionable improvements.
  • Consultative SME: As your work evolves, provide strong consultation and guidance to the Care Enablement team and stakeholders through regular program performance reviews, anecdotal feedback, and data-informed insights.

Do you have the right ingredients*? (Requirements)

  • 5-7 years of program management experience within customer success, sales or implementation enablement in a fast-paced, high-growth, and high-output environment
  • Solid data analysis skills to extract insights from performance data and create actionable reports for front-line and senior managers.
  • Effective communication skills to present data, reports, and performance insights to leadership and team members.
  • Demonstrated experience in driving transformation efforts of enablement programs
  • Consultative mindset with experience in identifying and implementing process improvements to enhance team efficiency and effectiveness and making data driven decision to define priorities
  • History of success driving measurable results from modern, innovative, and interactive learning strategies
  • Experience in succeeding in highly cross-functional roles, and history of successfully championing your priorities
  • Thrive working in a fast-paced, ever-changing environment with ambiguity
  • Passionate about the learner experience and always looking for ways to improve skills and learn new things
  • 5-10% travel required


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 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), equity, and benefits.
Pay Range
$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 candidateaccommodations@toasttab.com.