Manager, Care Account Operations

Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love. 

As a Manager in Toast Account Operations, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast.

About this roll* (Responsibilities) 

Team Leadership & Execution

• Lead, coach, and manage a team of agents across casework, calls, and chats
• Drive consistent execution against SLAs, quality, and customer experience metrics
• Ensure strong case ownership, timely resolutions, and high-quality communication

Data & Performance Management

• Own team performance using core metrics (TTR, CSAT, QA, AHT, backlog)
• Translate performance data into clear insights and actionable coaching plans
• Conduct structured weekly reviews and drive accountability through data

Operational Ownership

• Manage escalations and complex customer scenarios independently
• Ensure adherence to processes while identifying and closing execution gaps
• Maintain high standards of documentation, reporting, and data integrity

Cross-functional & Process Improvement

• Partner with internal teams to resolve systemic issues and improve workflows
• Identify inefficiencies and drive scalable process improvements

Systems & Tools

• Effectively use tools such as Excel, Salesforce, NetSuite, Sigma, and internal reporting systems to manage workflows, track performance, and ensure data accuracy
• Build working proficiency in reporting tools (e.g., dashboards, metric sheets) to independently analyze team performance
• Ensure consistent and accurate documentation across systems to support reporting and business reviews

Do you have the right ingredients?* (Requirements)

• Bachelor's degree or higher from a recognized institution
• 8+ years of experience, including 2–3 years in a people management role
• Strong experience in customer operations (SaaS / FinTech / Support environments preferred)
• Demonstrated ability to:

• Work with performance data and derive insights
• Manage multiple priorities in a fast-paced environment
• Drive outcomes without continuous oversight

• Passion for developing people and nurturing their professional growth.
• Strong problem-solving and communication skills, with the ability to resolve complex customer issues effectively.
• Experience in Restaurant, SaaS, or FinTech environments is a plus.

This role is best suited for individuals who:

• Operate independently in ambiguous environments without requiring step-by-step guidance
• Self-learn quickly using available documentation, tools, and context
• Take full ownership of deliverables, timelines, and outcomes
• Are comfortable being accountable to data and metrics, not just activity
• Can balance team relationships with performance expectations

Key Competencies

• Ownership & Accountability:  Delivers outcomes independently; follows through without reminders
• Data Fluency:  Uses metrics (TTR, CSAT, QA, backlog) to drive decisions and coaching
• Structured Problem Solving: Breaks down ambiguous problems into clear actions
• Execution Under Ambiguity: Operates effectively without complete information or direction
• People Leadership : Coaches teams while maintaining performance standards

Your Secret Sauce* (Competencies)

• Naturally builds trust and strong peer relationships across teams
• Creates a high-performance culture without over-reliance on authority
• Proactively identifies and drives scalable process improvements
• Balances empathy with high accountability in team management
• Brings energy, ownership, and consistency even in high-pressure environments

Toast's Recipe for Success* (Shift Details)

Shift Flexibility: This role follows a shift schedule aligned with US business hours and you may be required to work in rotating shifts (including evenings, weekends, and holidays) across any 9-hour window within a 24x7 setup. This includes both AM and PM IST shifts, and adaptability to future changes is essential.

Work Location:  You will be required to work from the office on all working days during the first six months. Post this period, a hybrid work model (currently three days a week from the office) may be considered, subject to performance and ongoing business needs. Training, onboarding and nesting will be onsite. Please note: Attendance is compulsory and fully onsite during training and nesting (2–4 weeks). No exceptions.