Toast
We empower the restaurant community to delight guests, do what they love, and thrive.
Remote

Senior Program Manager, Knowledge Tech & Innovation

Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Employer Provided Salary: 99,000-158,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

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 Toast Education team strives to enable our customers, partners, and employees to thrive and empower the Toast community through engaging, impactful learning experiences. We achieve this by providing our customers and Toasters with the right education at the right time and in the right place. 

As a key player on the team, you’ll utilize your strong project management skills and experience managing knowledge tools to champion opportunities for innovation in our tech stack and processes while using technology to elevate the knowledge experience. You will be responsible for owning the technical and strategic roadmap for how we use our knowledge base to improve NPS and scale case deflection.

About this roll* (Responsibilities) 

  • Lead the knowledge tech program to make incremental improvements to the knowledge experience (from authoring to search optimization) for Toasters and customers
  • Partner with teams across the business to explore and test ways in which we can move knowledge from reactively answering questions to proactively serving up the correct answer 
  • Own the vision, strategy, and implementation of how AI transforms our written knowledge and live education 
  • Identifies opportunities within existing technologies or in new spaces where technology and/or process improvement positively impacts knowledge effectiveness and efficiencies
  • Define, implement, and monitor KPIs for GenAI projects tied to our knowledge base
  • Connect strategy, leverage GenAI, and experiment with new ideas to deliver an API-first knowledge platform 
  • Support Toast Now workstreams and future projects related to knowledge and tech innovation

Do you have the right ingredients*? (Requirements)

  • 8+ years of experience in project/program management, experience managing complex and technical projects required 
  • Proven track record in managing a mature knowledge base and driving measurable improvements at scale
  • Advanced knowledge of AI technologies, large language models, machine learning algorithms, and data analytics
  • Ability to see the big picture and problem-solve the root cause, not just the immediate symptom
  • Ability to communicate technical ideas while building a network of cross-functional relationships
  • Comfortable with the level of learning and ambiguity needed to navigate fast-evolving emerging technologies like AI
  • Proficient with tools such as Salesforce Service Cloud, Intercom, Contentful, or other CMS tools

Special Sauce* (Nice to Haves)

  • Self-motivated with a relentless “fixer” mindset
  • Familiar with and empathetic to the restaurant customer experience
  • Passion for research and curiosity that calls you to go beyond “good enough” to create something innovative and exciting
  • Knowledge of Python, Java, HTML, and CSS

Our Spread of Total Rewards

We 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.

*Bread puns encouraged but not required

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), equity, and benefits.

Pay Range

$99,000$158,000 USD


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 [email protected].

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Toast, we're focused on empowering the entire person. We know that wellness looks a little different for everyone, which is why we offer an array of benefits outside of the traditional offerings, including mental health programs, financial wellness resources, care giver benefits, and so much more. By providing our employees with plentiful resources and benefits, we're setting them up to thrive.

More Jobs at Toast

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ToastFind similar jobs like this