Leona L.

Onboarding Manager - Emerging Markets, Mandarin

Before I joined Toast, I started off my career as a public school teacher then I joined an international educational consultant company while I pursued my MBA. However, COVID-19 really changed my role in the education industry and my work life and family life were tremendously impacted. After spending almost 10 years in that industry, there were so many unknowns about what my next career step would be but I am so grateful that I found this opportunity working with Toast and am very glad they welcomed me with open arms, even though I did not have previous experience in the restaurant or tech industry.

As an onboarding manager on the Emerging Markets team, I lead a group of onboarding consultants focused on supporting our Mandarin speaking customers. I personally think the biggest skill needed for my specific role is to navigate ambiguity. Being a manager on a customer facing team, I need to be able to embrace changes/uncertain situations while being able to stay calm, confident, patient and motivated for my team. Other than that, management skills, communication skills, decision making, and technical product knowledge are also some other skills that help me stay confident in this role. 

My day often starts with some admin work, then we host customer-facing meetings including things like implementation kickoff meetings, menu review meetings, and go-live readiness calls. My team also works with customers to solve their technical issues, and if needed, our team will also travel locally to meet with customers. Being on the onboarding team allows me to still use my education background by helping set up my team for success as they work to set up our customers for success in learning our platform and products. As a people manager, the most rewarding part of my work is to see my teammates grow into their full potential. I truly care for my people, and love to see when they have made some big achievements in their career. It’s a privilege to be able to support their efforts.

When hiring for a new Emerging Markets onboarding consultant, I look for the following skills:

• High level of product knowledge on Toast suite with an ability to translate using appropriate technical language
• Strong project management abilities to effectively schedule and conduct service appointments, drive results and prioritize book of business
• Autonomous time management and organizational skills
• Execute in a consultative manner to drive trust and demonstrate expertise

When I think about the Toast value that resonates with me the most, it’s definitely “Lead with Humility.” I love that we can be open and honest with each other, provide feedback, and embrace that everyone’s opinion matters. I don’t take it for granted. I also don’t take for granted all of the communities I’ve been able to be a part of outside of my direct team. I am thankful to be a part of our Toast Parents, Toast Mamas, Tapioca, and Second to Naan Toast Communities. Working remotely can feel lonely sometimes, being a part of those groups gives me a strong sense of belonging. I am beyond excited to embrace all the challenges, achievements, and most importantly, all the great people that I continue to meet at Toast!

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