About Toast:
Toast is driven by building a platform that helps our customers adapt, take control, and get back to what they do best: building the businesses they love.
Position Overview:
Our Fraud & Merchant Risk Operations team is the frontline that protects our merchants and our platform. This team handles the full lifecycle across Fraud, Merchant Risk, and Merchant Compliance—from pre-onboarding to transaction monitoring, product-abuse prevention, account access and ATO response, chargebacks/representment, reserves/holds, and offboarding.
We’re seeking a strategic, execution-minded Director of Operations to lead this function end-to-end across Toast’s entire product suite—including Payments, Embedded Finance, and Payroll. You’ll design the operating model and SLAs, scale the team and tooling, run incident response, and deliver measurable reductions in loss and friction. You’ll partner closely with Product, Fraud Strategy, Legal, and Compliance, while providing a rigorous feedback loop to sharpen controls and enable confident growth.
Operations Strategy & Operating Model
Pooled Workforce & Capacity Management
Lifecycle Coverage & Queue Operations (All Product Lines)
Tooling, Data & Automation
Executive Communication & Stakeholder Management
Example KPIs you’ll own/influence: Fraud/chargeback rates; ATO; review SLA adherence; approval/conversion and false-positive rate; representment win rate; fraud loss; analyst productivity
Own the operating backbone that keeps restaurants safe and thriving—across every way customers move money and get paid with Toast. You’ll design systems and teams that reduce loss, speed decisions, and keep experiences fast and friendly—at Toast scale.
AI at Toast
At Toast 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 Spread* of Total RewardsWe 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.
#LI-REMOTE
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
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.
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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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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. If you think you've been scammed, reference this site for more info.
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