Senior Manager, Care Escalations

📋 Description

• Own the operating model and outcomes of Toast's Escalations function, partnering across Customer
• Accountable for KPIs for this team with emphasis on driving quality resolution, through technical
• Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career
• Oversee and act as final decision maker on Toast's most complex and high visibility customer
• Define and evolve team's servicing frameworks that scale with Toast's growing global customer base
• Lead continuous improvement funnel through RCA intake processing using team escalation insights

🎯 Requirements

• Must be located in the Omaha, NE area
• 7+ years of experience in customer support, customer success, or escalations (executive or
• Track record building or scaling escalations, or executive-response functions in a high-growth SaaS
• Experience communicating directly with, and influencing, senior/executive leadership on complex
• Analytical rigor: experience setting and reporting against SLAs, service metrics, and building
• Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing

🎁 Benefits

• Competitive compensation and benefits programs
• Total rewards package includes cash compensation (overtime, bonus/commissions if eligible), equity
• Flexibility to meet Toasters' changing needs