Job Description
About Toast Toast is driven by building a platform that helps our customers adapt, take control, and get back to what they do best: building the businesses they love. About the role Toast Retail is Toast's fastest growing new vertical. As the Senior Manager of Retail Operations & Strategy, you will be the operational backbone supporting the teams powering that growth. Reporting to the Director of Retail Operations & Strategy, this person will partner with leaders across Product, Customer Success, Care, and others to build the programs and processes that enable the Retail business to scale. A day in the life (Responsibilities) Lead and project-manage cross-functional initiatives across Care, Customer Success, and Product - driving alignment, accountability, and momentum across teams. Build operational programs from the ground up: identify where the business needs structure, design the process, and see it through to execution. Support Care Operations by improving escalation workflows, streamlining cross-functional coordination, and helping the team scale sustainably as retail customer volume grows Partner with the Customer Success team on account health monitoring, capacity, and operational frameworks that help the team prioritize and perform. Support Product and Engineering teams with operational needs including backlog hygiene, SLA monitoring, and cross-team dependency management. Contribute to retail strategic planning efforts including market expansion playbooks, and mid-market growth frameworks. What you'll need to thrive (Requirements) 10+ years of professional experience, including 5+ years managing programmatic initiatives or complex project lifecycles, ideally within a post-sale environment at a technology/SaaS company. Bachelor’s
