Director, Global Workforce Management

Boston, MA, United States

Customer Success

Director, Global Workforce Management

  • R5858
  • Chicago, Illinois, United States
  • Customer Success

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.

As the Global Workforce Management Director, you will develop and integrate a set of processes to optimize quality of service and productivity of Toast’s support operations. You will build a workclass team and optimize forecasting, hiring, scheduling and real-time management to ensure effective labor management. You will provide input on product release schedules and work with existing WFM tools and/or recommend new software or tools. You will play a fundamental role in our mission to quickly and consistently provide support to restaurants while driving process improvements for ongoing operational success.

About this roll* (Responsibilities) 

  • Grow, develop and manage leadership and analysts in the Forecasting and Scheduling teams.
  • Serve as the primary point of contact and expert in staff-level forecasting, capacity planning, hiring and scheduling.
  • Partner with Operations, Finance, Talent Acquisition and People Success on business planning and budget optimization.
  • Direct the multi-site contact center schedule requirements, and provide consultation to teams on methods to optimize staffing of both internal and vendor partner teams. 
  • Evaluate and performs risk analysis on capacity assumptions including overall and site-level workload, technology initiatives, and facilities utilization
  • Develop reporting infrastructure and execute on key workforce metrics at the enterprise and agent level

Do you have the right ingredients*? (Requirements)

  • 3-5 years work experience leading a global workforce management organization
  • Strong instincts in hiring top talent, motivating teams and driving results across teams.
  • Deep analytical skills and judgment in designing models, assessing outputs, and presentation of recommendations.
  • Ability to build strong relationships with leadership teams across functions. 
  • Excellent organizational, communication and presentation skills.
  • BS degree or equivalent
  • Travel of up to 20% may be required.

Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required


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 accommodations@toasttab.com.

For roles based in the United States:  As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

Bready* for a change?

Apply now

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Notice on fraudulent jobs

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, purporting to represent Toast. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers.  These job postings and offers are not authorized by Toast, and Toast is not responsible for fraudulent offers or requests for personal information or payments.  Toast will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process.  Candidates who have questions about the validity of Toast job postings or offers should consult the job postings on our careers.toasttab.com career site.

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