Engagement and Culture Lead

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.

Toast is a powerful and easy-to-use all-in-one restaurant platform that helps restaurants grow their businesses and delight their guests in new and innovative ways. Our mission is to empower the global restaurant community to delight their guests, do what they love, and thrive. 

Bready* to make a change?

The Care Culture and Engagement Specialist acts as a key partner in fostering a strong, people-first culture within the Care organization. This role champions and supports the people managers and leaders who are the primary drivers of their teams' experience. Reporting to the Sr. Manager of Care Change, Engagement, and Culture, this position is focused on coordinating and implementing initiatives that strengthen team connection, recognition, and engagement, ensuring agents and managers feel valued and supported.

This person will support recognition programs, team-building activities, and feedback initiatives that align with Care’s values and help create a sense of belonging. They will track participation, gather insights, and provide recommendations to enhance engagement and drive meaningful cultural initiatives.

A big part of this role is ensuring Care employees feel heard and empowered through times of change. They will act as a liaison - gathering feedback on what’s working and what’s not - and help roll out initiatives that make change easier to navigate. Since culture is built locally but guided centrally, they’ll collaborate closely with Care leaders, on site culture leads, change ambassadors, and our BPO partners to ensure that every team, no matter where they are, feels connected to both Care and Toast’s culture and mission.

By balancing consistency with flexibility, this role helps shape a Care culture that is engaging, inclusive, and built to evolve with the needs of our teams.

About this roll*: 

Culture and Engagement

• Collaborate and act as a thought partner with managers, on site culture leads, the performance management team, and BPO partners to build and deliver programs while also working with them to celebrate wins tied to culture and engagement milestones
• Coordinate, implement, administer and monitor engagement activities such as culture based recognition programs, team building events, culture surveys, and feedback loops
• Track and analyze engagement participation metrics to refine activities based on employee needs, morale, and satisfaction
• Organize activities or campaigns that align with the company and Care culture and values
• Support communication efforts especially those focused on culture
• Create toolkits, guides, and other resources for managers and teams to foster the culture we want
  
  

Change Management

• Act as a point of contact for teams during change implementations, assisting in rolling out change initiatives. Provide materials, such as a team readiness change checklist, to help employees navigate organizational changes and understand their role in the bigger picture. Additionally, serve as a liaison to gather employee feedback on changes and communication concerns
• Generate reports summarizing findings and make actionable recommendations to the Sr. Change Manager
• Facilitate meetings or forums where employees can discuss and be informed of engagement, team, and cultural topics
• Captain / project manage committee(s) change and engagement ambassadors

Do you have the right ingredients*? 

• Previous experience in employee engagement and/ or organizational culture development within a fast-paced, high-growth, and high-output environment 
• Strong communication skills to convey messages, engage employees, and promote a positive culture
• Skill in designing and implementing effective employee engagement strategies and programs
• Excellent written and verbal skills, ability to present data, reports, expectations and insights to Sr. leadership, stakeholders, and team members
• The capability to address and resolve conflicts and disputes constructively
• Proficiency in program management with demonstrable skills in planning, organizing, and managing employee engagement and culture programs
• Knowledge and experience in promoting diversity, equity, and inclusion within the workplace
• Experience building relationships with stakeholders, leaders, and teams to achieve common goals.
• Skill in administering and analyzing employee engagement surveys and feedback.
• Experience in change management methodologies (e.g., Prosci, CX, or equivalent) a strong plus

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 https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required