Escalations Director — AI-Driven, Global, High-Impact

WinsAbove; Boston (MA); Hybrid; USD 123,000 - 197,000; Full time

Job summary

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will own the operating model, KPIs, and final decision-making for complex customer issues, partnering with Care, Product, Engineering and Legal to drive systemic fixes.

You will coach a team of Escalations Managers, scale AI-enabled tools, and define servicing frameworks for Toast's global customer base while reporting to the Director of Escalations.

Qualifications

• 7+ years in customer support, success, or escalations at executive level.
• 3+ years managing managers or multi-team organizations.
• Experience communicating with senior/executive leadership.
• Analytical rigor with SLAs, service metrics and RCA frameworks.
• Ability to lead through ambiguity and shifting priorities.
• Cross-functional collaboration with R&D, FinTech, Legal, and Success teams.
• Proven use of AI to automate repetitive tasks and improve metrics.

Responsibilities

• Own operating model and outcomes of Escalations across teams and regions.
• Own KPIs and drive quality resolution through technical triage.
• Lead, coach and develop Escalations Managers and ensure culture change.
• Act as final decision maker on complex, high-visibility cases for executives.
• Define and evolve servicing frameworks to scale globally.
• Lead continuous improvement via RCA intake and insights.
• Pilot and scale AI-powered tools for triage and root-cause detection.

Skills

Escalations management

Executive leadership

Cross-functional collaboration

SLA management

Root-cause analysis

AI in operations

Team coaching

Performance metrics

Tools

Jira

Salesforce

FireHydrant

Job description

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will own the operating model, KPIs, and final decision-making for complex customer issues, partnering with Care, Product, Engineering and Legal to drive systemic fixes.

You will coach a team of Escalations Managers, scale AI-enabled tools, and define servicing frameworks for Toast's global customer base while reporting to the Director of Escalations.