Director of Corporate Engineering

About Toast:

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. 

About this Role:

As the Director of Corporate Engineering you will manage multiple teams and serve as the India site leader (~45 people) for the Business Technology & Transformation team. This leader will have direct responsibilities for 

Operations Engineering Pillar Lead - He/She will lead two engineering teams (~20 FTEs) that support our Hardware (e.g., supply chain, product lifecycle, etc.) and Customer Care/Product Onboarding business functions. Each team will include an engineering manager, engineers, admins, QA, etc. that may be distributed across India and the US. He/She will partner with his/her operations product counterpart to drive both run the business activities as well as the product roadmap.

Enterprise Application Support - He/She will work to optimize throughput/expand coverage by working closely with the current team (~15 FTEs). The team is currently focused on salesforce CPQ tickets but there is demand to include Netsuite, Zuora and RevPro coverage. 

QA Automation - He/She will lead a team (~10 FTEs) to create a formal automation framework and strategic roadmap to both compliment and reduce manual QA efforts where it makes sense (e.g., regression suite, etc.)

BTT Site Leader - He/She will be the local point of contact for all BTT staff members (~10 FTEs). This will include several Engineering managers and their teams that will have a dotted line relationship to this leader to ensure timely resolution of issues 

Responsibilities:

• Partner closely with Corporate Product leadership to develop the vision for our use of the systems that support our Core Operations including Customer Care/Contact, Hardware (Supply Chain and Product Lifecycle) and Customer Onboarding Solutions and ensuring these solutions are built for the near and long term
• Oversee the build and execution of a QA automation strategy/roadmap 
• Develop organizational-level goals and drive the technical and organizational roadmap for Toast’s Operations/Customer Engineering teams. Partner closely with commercial product and other corporate Engineering teams
• Influence key decisions on design and implementation of scalable, reliable, and cost-effective Customer/Operations engineering solutions
• Manage the daily activities of globally distributed Engineering and QA teams who are delivering Operations/Customer Systems enhancements critical to Toast's growth
• Iterate quickly without compromising quality and raise the bar on operational excellence
• Identify and execute the processes needed to achieve operational excellence in all areas, including solution delivery, release management, and system reliability
• Facilitate release planning and capacity planning for team’s initiatives
• Balance the teams' work to add new features and pay down tech debt to ensure an efficient, stable, and scalable systems
• Build credibility with engineers, lead technical reviews and discussions, ensure best practices are developed and enforced, and advocate for the needs of the engineers
• Develop a team structure that is inclusive, thoughtful and efficient
• Mentor team members, identify/develop opportunities for individual growth and set a positive example for working in a team environment

Qualifications:

• Experience directly managing a global team with an offshore presence 
• Experience in Service Cloud, Case Management, Knowledgebase, Customer Contact, Supply Chain and Product Lifecycle Management solutions
• Experience building strong multi-geo engineering and quality functions
• Successfully scaled teams, process and systems in a fast paced environment
• Implementation expertise and practical experience working on large system projects involving complex integration with other systems
• Experience in collaborating with product owners representing Sales, Customer Service, Product & Engineering and balancing competing interests and needs across the organization to define a clear roadmap for CRM deliverables
• Experience in managing all aspects of application development, including design, implementation, configuration, custom development, refactoring, automated testing, deployment etc.
• Experience in prioritizing new feature and enhancement requests in alignment with business objectives
• Experience in developing and retaining a highly talented team
• Excellent organizational, time management & verbal/written communication skills

Bonus:

• Experience in implementing/upgrading Contact Center as a Service, Product Lifecycle Management, and/or Zuora Billing . Familiarity with Guided selling, product configuration and dynamic pricing
• Experience working with 3rd party development teams
• Experience working with Jira
• Familiarity with Netsuite & DocuSign