Senior Product Manager, Customer Support Experience Engineering

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.

Are you bready* for a change? (Team Info)

In this role, you will shape the future of how customers get help and how Toast communicates with our customers about business critical events, updates, and actions in pursuit of driving our ambitious plans to transform the way customers access and receive support. This role spans two interconnected user experiences areas: the Customer Communications Platform and the Help Center team. In this role you will collaborate across teams to identify communication use cases, user data needs, communication channels, and measurement requirements to build a Communications Platform that can be leveraged by response engineering, customer operations, customer care, tax and payments teams, and more. You will also drive forward the roadmap to build customers a unified digital destination to get the help they need from Customer Care through seeing their open cases, relevant communications, device statuses, and more.

The role is pivotal to unlocking accurate and complete user data that will be used across the company to better identify and communicate with our customers. If you’re passionate about helping customers succeed and eager to focus on a high priority area with opportunity to build new products and iterate on existing features,  we’d love to have you on our team.

About this roll* (Responsibilities) 

• Own and drive the roadmap for two key spaces for customer support experience: the Help Center and the Communications Platform.
• Develop the Help Center from 1 to 100, personalizing it for all Toast customers and extending it to all surfaces including app.
• Lead customer communications replatforming and cross-company customer facing communication governance
• Identity and build solutions for improving the customer support experience across all customer journeys
• Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature
• Partner with multiple teams to figure out what customers need to know and when
• Research and get to know customers (internal and external) directly
• Champion customer needs internally by building strong relationships horizontally and vertically within Toast

Do you have the right ingredients*?

• Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
• A track record of shipping effective features and experiences with data-driven decision-making
• Experience developing and launching products with cross-functional constraints, not just technical constraints, and working collaboratively and effectively with cross functional teams
• Exceptional communication skills, able to work well with architects, engineers, designers, customers, as well as executives and functional leaders outside of R&D
• Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products
• Entrepreneurial mindset and ability to create a compelling product vision
• Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics