Director of Corporate Engineering

About Toast:

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. 

About this Role:

As the Director of Corporate Engineering you will manage multiple teams and serve as the India site leader (~45 people) for the Business Technology & Transformation team. This leader will have direct responsibilities for 

Operations Engineering Pillar Lead - Individual will lead two engineering teams (~20 FTEs) that support our Hardware (e.g., supply chain, product lifecycle, etc.) and Customer Care/Product Onboarding business functions. Each team will include an engineering manager, engineers, admins, QA, etc. that may be distributed across India and the US. The individual will partner with their operations product counterpart to drive both run the business activities as well as the product roadmap.

Enterprise Application Support - The individual will work to optimize throughput/expand coverage by working closely with the current team (~15 FTEs). The team is currently focused on salesforce CPQ tickets but there is demand to include Netsuite, Zuora and RevPro coverage. 

QA Automation - The individual  will lead a team (~10 FTEs) to create a formal automation framework and strategic roadmap to both compliment and reduce manual QA efforts where it makes sense (e.g., regression suite, etc.)

BTT Site Leader - The individual will be the local point of contact for all BTT staff members (~10 FTEs). This will include several Engineering managers and their teams that will have a dotted line relationship to this leader to ensure timely resolution of issues.

Responsibilities:

• Partner closely with Corporate Product leadership to develop the vision for our use of the systems that support our Core Operations including Customer Care/Contact, Hardware (Supply Chain and Product Lifecycle) and Customer Onboarding Solutions and ensuring these solutions are built for the near and long term
• Oversee the build and execution of a QA automation strategy/roadmap 
• Develop organizational-level goals and drive the technical and organizational roadmap for Toast’s Operations/Customer Engineering teams. Partner closely with commercial product and other corporate Engineering teams
• Influence key decisions on design and implementation of scalable, reliable, and cost-effective Customer/Operations engineering solutions
• Manage the daily activities of globally distributed Engineering and QA teams who are delivering Operations/Customer Systems enhancements critical to Toast's growth
• Iterate quickly without compromising quality and raise the bar on operational excellence
• Identify and execute the processes needed to achieve operational excellence in all areas, including solution delivery, release management, and system reliability
• Facilitate release planning and capacity planning for team’s initiatives
• Balance the teams' work to add new features and pay down tech debt to ensure an efficient, stable, and scalable systems
• Build credibility with engineers, lead technical reviews and discussions, ensure best practices are developed and enforced, and advocate for the needs of the engineers
• Develop a team structure that is inclusive, thoughtful and efficient
• Mentor team members, identify/develop opportunities for individual growth and set a positive example for working in a team environment

Qualifications:

• Experience directly managing a global team with an offshore presence 
• Experience in Service Cloud, Case Management, Knowledgebase, Customer Contact, Supply Chain and Product Lifecycle Management solutions
• Experience building strong multi-geo engineering and quality functions
• Successfully scaled teams, process and systems in a fast paced environment
• Implementation expertise and practical experience working on large system projects involving complex integration with other systems
• Experience in collaborating with product owners representing Sales, Customer Service, Product & Engineering and balancing competing interests and needs across the organization to define a clear roadmap for CRM deliverables
• Experience in managing all aspects of application development, including design, implementation, configuration, custom development, refactoring, automated testing, deployment etc.
• Experience in prioritizing new feature and enhancement requests in alignment with business objectives
• Experience in developing and retaining a highly talented team
• Excellent organizational, time management & verbal/written communication skills

Bonus:

• Experience in implementing/upgrading Contact Center as a Service, Product Lifecycle Management, and/or Zuora Billing . Familiarity with Guided selling, product configuration and dynamic pricing
• Experience working with 3rd party development teams
• Experience working with Jira
• Familiarity with Netsuite & DocuSign