Sr. Manager, Partner Operations - Customer Care

Omaha, Nebraska, United States

Customer Success

Sr. Manager, Partner Operations - Customer Care

  • R6819
  • Boston, Massachusetts, 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.

The mission of Sr. Manager Partner Operations within the Care Organization is to ensure optimal partnerships with our key BPO partners by driving continuous performance and process improvements at their site locations.  A successful candidate will leverage their expertise and collaborative mindset to process optimization and performance improvements in our Key Performance Metrics (KPIs) in partnership with the Leadership and Management teams at this vendor. In doing so, this role will help to achieve Care’s primary goal of delivering great service and successful outcomes for our customers.

This is a hybrid position and will require some onsite attendance at our Boston, MA location.

About this roll* 

A key element of this role will be to help identify performance and process gaps for a new line of business at Toast’s partner location. This role will be responsible for not only identifying opportunities, but creating solutions to improve the overall team performance. This specifically pertains to, but is not limited to, ramp up and headcount processes, performance measurement and KPI tracking, training strategy, culture and recognition programs, data and reporting, etc.  Constraints include but are not limited to team goal attainment, knowledge base content, agent workflows, interaction with cross-functional teams.

  • Analyzes outsource call/contact center performance (cost, quality, productivity, efficiency) and identifies trends, issues, concerns, and successes.
  • Conducts site visits and evaluations to ensure exceptional quality and to infuse the Toast culture at our partner location.
  • Perform gap analysis to ensure partners have tools, processes, training, and empowerment to deliver expected customer experience
  • Be accountable for ensuring effective process changes and program implementations occur at the  partner sites
  • Participate in weekly, monthly, and quarterly business reviews.

Do you have the right ingredients*? 

  • 4 years of relevant industry experience (Call Center/Customer Care environment), with substantial experience managing external Partners
  • Ability to travel domestically and internationally to Partner locations on a quarterly basis
  • Demonstrated experience working and excelling in operational management roles
  • Strong communication skills; able to leverage other Managers and/or subject matter experts to achieve team goals; proven ability to lead teams through adversity and consistently motivate. 
  • Strong analytical skills with proven success developing performance metrics and other measurable business processes and tasks.
  • Experience in restaurant operations, payroll and scheduling.

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 candidateaccommodations@toasttab.com.

Bready* for a change?

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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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