Director of Product Management, Customer Experience Transformation

Toast - Boston, MA3.2

Full-timeEstimated: $120,000 - $170,000 a year
EducationSkills
We are a rapidly growing company that's revolutionizing the way the restaurant industry does business by pairing technology with an extraordinary commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help craft the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Reporting directly to the VP of Product, you will be a critical part of the product leadership team and will be spearheading initiatives that will interface with many other Toast teams across Product, Engineering, Marketing, Sales, and Customer Success to build and shape innovative products. You will also have the opportunity to interface with our restaurant customers and restaurant guests directly, to get feedback on product enhancements, issues and usability in order to inspire and inform how Toast continues to iterate and grow.

This Toaster will be the owner of a centralized platform used to onboard, support, educate, and delight Toast customers and give them the tools and strategies to help their businesses thrive. We are looking for a passionate and proven leader to grow, mentor, and inspire cross functional teams around a common goal. Toast is looking for someone who can motivate members of the team to make the tough restaurant jobs seamless and elegant for tens of thousands of servers, managers, and chefs and to empower them to create delightful guest experiences.

As a Director of Product for Customer Experience Transformation, you will:

  • Collaborate with senior leaders and executives across Toast and clearly articulate the re-inventing product experience vision and desired functionality, scalability, and success metrics
  • Creatively overcome challenges to quickly get your product to market
  • Collaborate with the UX (User Experience) team on wireframes and designs for upcoming product releases
  • Become the evangelist for the customer transformation product team, including the creation of future product vision and strategy with financial projections, product roadmaps, and report out to a variety of stakeholders and senior leadership on product metrics and fast adoption
  • Ability to manage multiple projects and fulfill product requests while meeting tight deadlines
  • Ability to thrive in a fast-paced, collaborative, agile environment, while also leading process improvement efforts
Do you have the right ingredients?

  • 7+ years of product management experience (including 3+ years at the Director level)
  • A track record of success (and enjoyment) in people leadership, and in building and leading high performing product management teams and developing exceptional talent
  • Experience with delivering B2B and/or B2C web experiences on mobile platforms and technologies
  • Experience managing teams of 5+ direct or indirect reports
  • Ability to thrive in a fast-paced, collaborative, agile environment, while also leading process improvement efforts
  • BS/BA or MS degree in Computer Science, Business, or related technical field is preferred
  • Knowledge of restaurant and hospitality industry is a plus