Principal, CX Standards & Operating Systems

📋 Description

• Build and maintain operating systems for scalable, customer-centric decisions.
• Develop CX principles and guardrails for evaluating impact and tradeoffs.
• Establish standards for applying customer evidence, including AI insights.
• Develop service policies and experience standards for consistency across touchpoints.
• Design and oversee customer immersion programs linking teams with Toast customers.
• Partner with leaders to embed customer outcomes into OKRs and goals.

🎯 Requirements

• 8+ years in CX, strategy, operating-model design, or related fields.
• Experience building scalable frameworks, standards, governance, or operating systems in complex orgs.
• Strong CX principles and how customer insights inform planning and execution.
• Experience influencing senior leaders across functions without direct authority.
• Ability to translate broad objectives into clear, practical standards and mechanisms.
• Strong analytical judgment to assess evidence quality and measure success.

🎁 Benefits

• AI tools across disciplines to accelerate work.
• Hybrid work model balancing in-person collaboration with region-specific in-office expectations.
• Total rewards philosophy with competitive compensation, equity, and benefits.
• Diversity, equity, and inclusion baked into our culture.