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Life at Toast Blog

Driven with Purpose: How our configuration centers ensure our customers thrive

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Jake E.
Sr. Manager, Employee Experience

 

A couple of months ago, I had the inspiring opportunity to visit the team at the configuration center in Woburn, Massachusetts. As a new Toaster, I had a general idea of what the Hardware Operations team does, but it wasn’t until this visit that I got to directly see the impact they have on our customers’ experience.

 

Before a customer can go live, our Woburn and Reno Toasters are the key element in making sure operations run smoothly. They manage the inventory of Toast devices, configure our hardware before it goes out and handle any upgrades or repairs needed from customers. They make sure our customers get the right products – and on time.

 

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Toasters in our configuration centers act on the needs of the business and drive their work with purpose each and every day. Below are a few ways this team makes an impact at Toast.


The Operational Excellence team is a new group within the Hardware Operations team that focuses on developing the overall hardware operations strategy to sustain growth and scale. Along with providing general production support, this team works to implement new processes and systems to increase productivity and efficiency within the configuration centers. 


The Hardware Customer Operations team resolves issues and acts as hardware and order fulfillment experts to help the Customer Success and Hardware Operations shipping team work harmoniously. This team works as one to answer incoming questions from multiple channels, including Slack, Salesforce chatter, and email.

 

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 “One of the things I love about Hardware Operations is the ongoing collaborative efforts of Woburn and Reno in keeping the bar high. I also love the dedicated efforts our teams show with ensuring our customers are getting the right product and on time. They even take an added step with eating at their restaurants, asking them how Toast is working out for them, and offering any assistance with their hardware.”  -Shy D., Operations Success Manager


There is so much to celebrate from these teams who continue to set the bar for hospitality and drive their work with purpose at Toast. And I’m lucky to have had the opportunity to meet some of the Toasters behind the work. As Toasters, when we work together to touch every aspect of the customer journey, our teams are better together, our customers can operate more efficiently, and we all thrive – a huge thank you to the configuration center Toasters that are making that happen.

 

Meet the Toasters behind the work

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Tim M.

Inventory Team Lead, Woburn

 

“Tim started his career at Toast on the production team in May of 2017 while hardware operations was still very much in its infancy. Over the past four and a half years, he has helped the Woburn configuration center elevate their processes, always using his wealth of knowledge to help the team solve a problem. Over the past six months, Tim has been the driving force behind inventory control here in Woburn. He has worked diligently in revamping our inventory layout, developing improved signage, and creatively building solutions, all while performing daily cycle counts. Aside from all the accomplishments he is also a wonderful teammate and mentor to those around him.” - Alexis O., Sr. Manager, Warehouse Operations

 

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Elizabeth P.

Shipping Team Lead, Reno

 

“Elizabeth came to Toast  entering  back into the workforce after being a stay-at-home mom for the past 10 years.  By the end of her first week, the Reno leadership team quickly noticed Elizabeth’s natural ability of being self-driven and wanting to learn everything  about Toast.  In the course of a year, Elizabeth went from being a contractor to working her way up into becoming a team lead for the Reno Shipping Department. Her infectious positive attitude has allowed her team to thrive by pushing out customer orders and ensuring all rush install orders are always shipped out on time.  As Elizabeth stated ‘If you do what you love you will never work a day in your life. I never quite understood this quote until I got the privilege of working for Toast!’” - Shy D., Operations Success Manager

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