Senior Manager, Care Transformation

Toast creates technology to help restaurants and local businesses succeed in a digital world — helping owners operate, increase sales, engage customers, and keep employees happy. Role Summary The Senior Manager, Care Experience Management shapes how Toast delivers support to its customers — bridging Customer Care and Product & Engineering to drive meaningful, scalable improvements to the customer and agent experience. You thrive in ambiguity, love breaking down complex problems, and want to own high-impact work from idea through rollout. This is a highly visible role with direct influence on how we build, scale, and continuously improve. About this Roll* (Responsibilities) Discovery, Advocacy & Execution Serve as the primary voice of Customer Care with Product and Engineering — synthesizing frontline insights, customer feedback, and operational data into clear problem statements and actionable opportunities. Identify and prioritize high-impact improvements across the customer support experience, including process redesign, org structure, and automation. Embed early in product development to shape priorities, design decisions, and rollout strategies. Own end-to-end delivery of complex, cross-functional initiatives — translating ambiguous problem spaces into clear plans, milestones, and measurable outcomes. Define success metrics and track outcomes (CSAT, NPS, FCR, AHT, cost-to-serve). Provide clear, concise updates and recommendations to senior leadership. Technology &