Senior Director, Care Operational Excellence

📋 Description

• Own the end-to-end design of how Support operates: org structure, staffing model, tiering/routing
• Build and run the operating cadence for the function: performance reviews, root-cause/escalation
• Segment design so that SMB, Mid-Market, and Enterprise customers each get a service model
• Own the roadmap for AI-enabled support, including virtual agents/chatbots, voice AI, agent-assist
• Partner with Product and Engineering as a co-owner of the tools and systems Support runs on
• Evaluate, select, and manage the vendor and technology stack (including AI vendors and

🎯 Requirements

• 12+ years of experience in Customer Support/Service, Customer Experience, or Support Operations
• Track record building and scaling support organizations inside large, high-growth technology
• Direct, hands-on experience implementing AI in a support organization (virtual agent/chatbot, voice
• Experience supporting multiple customer segments (SMB through Enterprise) with differentiated
• Strong quantitative and analytical skills; fluent working with support/CX data and BI tools, and
• Experience with workforce management/capacity planning disciplines and tools.

🎁 Benefits

• Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
• Our total rewards package goes beyond great earnings potential and provides the means to a healthy