Customer Experience Ops Manager



Customer Service, Operations
United States · Remote
Posted on Saturday, June 15, 2024

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Hot off an IPO in 2021, Toast is investing heavily in R&D, including scaling core products, accelerating growth of emerging products, and incubating new products that can have a substantial impact on Toast’s long-term growth. We are searching for an operations-focused individual who thrives in problem-solving, working cross-functionally, and is able to identify opportunities in systems and processes that enable product teams to be more efficient.

About this roll* (Responsibilities)

  • Chatbot Workflows: Design and implement chatbot workflows for seamless onboarding experiences, ensuring they are intuitive and efficient.
  • System Integrations: Collaborate with the Business Transformation teams to integrate Salesforce and Intercom, creating a cohesive and streamlined customer experience.
  • Customer Insights: Capture and analyze customer insights within bot flows during the onboarding process to continually improve the customer journey.
  • Experience Architecture: Architect and develop best-in-class experiences utilizing chat, phone, and SMS tools, ensuring high-quality customer interactions.
  • Innovation: Identify and innovate new experiences to enhance customer onboarding at Toast, staying ahead of industry trends and customer needs.
  • AI Deflection: Partner with the Education and Knowledge team to improve AI deflection for onboarding experiences.
  • Feedback Management: Manage the feedback loop from the onboarding experience to product teams to improve product experience and the overall customer journey.

Do you have the right ingredients*? (Requirements)

  • 2-5 years of experience in architecting chat, phone, and/or CRM tooling.
  • Strong knowledge of chatbot development, phone systems, and SMS tools.
  • Experience with integrating systems, particularly Salesforce and Intercom, is highly desirable.
  • Excellent collaboration skills to work effectively with cross-functional teams including product, operations, design, and customer experience.
  • Experience capturing and utilizing customer insights to drive improvements in customer lifecycle/journey
  • A proactive approach to identifying and implementing new customer onboarding experiences.
  • Experience working with Salesforce and/or other CRM tools for onboarding or implementation operations
  • Strong problem-solving skills and the ability to think strategically to overcome challenges.
  • Excellent verbal and written communication skills to convey complex ideas clearly and effectively.
  • Passionate about technology startups. Experience in an early stage technology startup.
  • Undergraduate Degree

Special Sauce* (Nonessential Skills/Nice to Haves)

  • Intercom and/or Salesforce administration experience

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at

*Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$75,000$120,000 USD

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact