Manager, Consumer Protection & AI Compliance

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

The Toast Enterprise Risk and Compliance Management Program provides a coordinated, company-wide approach to identify, measure, monitor, mitigate and treat risks, while enabling the business to innovate and deliver quality products and solutions to serve our customers.  Toast, Inc. seeks a Manager of Consumer Protection & AI Compliance to lead the Corporate Consumer Compliance and AI program to ensure compliance with regulatory requirements and partner expectations.

A day in the life (Responsibilities) 

• Lead the Corporate Consumer Compliance program for enterprise consumer protection, marketing, sales, and AI regulatory matters.
• Act as the subject matter expert on consumer and AI laws and regulations impacting Toast and Toast merchants. 
• Owns the interpretation, governance framework, and enterprise requirements for AI regulations. Partners with Product Consumer Compliance and other compliance domain leaders to communicate requirements and oversee consistent implementation within their respective areas of responsibility, including product development lifecycles.
• Enhance, manage, and oversee the Compliance Complaint Management Program in accordance with regulatory requirements, partner requirements, and industry best practices. Monitor, observe trends, investigate and conduct root cause analysis of complaint data. Communicate findings and recommended actions to business partners and Compliance leadership, as needed.
• Develop, implement, and manage Corporate Consumer Compliance policies and associated training for marketing, sales, advertising, consumer protection, and AI regulations.
• Monitor, assess, and communicate applicable regulatory changes related to Corporate Consumer Compliance and AI. Oversee efforts to achieve compliance with regulatory changes.
• Escalate, prepare materials, and present compliance and complaint-related risks, gaps, and issues to relevant committees, business partners, and leadership, including the Director of Enterprise Risk and Compliance and the Chief Compliance Officer.
• Partner with cross-functional stakeholders and peer compliance leaders to ensure regulatory requirements, risks, and issues are clearly defined, understood, and appropriately governed across enterprise functions and product compliance programs.

What you'll need to thrive (Requirements)

• Bachelor’s Degree required.
• 7+ years of experience in a risk, compliance, or audit role at a technology company or financial (Fintech preferred) institution.
• Extensive understanding global consumer laws and regulations, including but not limited to, EU AI Act, U.S. state AI regulations, TCPA, CTIA, UDAP, CAN-SPAM, state wiretapping statutes, and relevant financial consumer rules such as Reg E, Electronic Global Signature Acts, Fair Credit Reporting Act, sales practices, marketing practices, UDAAP, SCRA, FDCP, and state consumer protection rules.      
• Experience managing, analyzing, and reporting consumer complaints. 
• Experience designing or implementing regulatory governance frameworks for emerging technologies (e.g., artificial intelligence), including cross-functional coordination and change management.
• Ability to read and interpret complex regulatory language, synthesize, and articulate in an easily digestible manner.
• Strong critical and analytical thinking, decision making, and innovative problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to drive action and build consensus among cross-functional stakeholders.
• Ability to adapt in challenging and changing situations, comfortable dealing with ambiguity and uncertainty.
• Detail oriented with the ability to meet firm deadlines.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

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.