Global Manager Enablement Lead

Toast Tab, Inc.; United States; Hybrid; USD 105,000 - 192,000; Full time

Job summary

Toast seeks a strategic Manager Enablement Program Manager to architect and scale onboarding, development, and coaching for people managers across Customer Care and CS. This senior IC role collaborates with Care Ops and CS leadership to drive KPI-focused leadership development and AI-assisted coaching.

You will design standardized coaching frameworks, leverage AI dashboards, and govern high-velocity policy changes to ensure adoption and measurable impact on CSAT and Net Revenue Retention.

Qualifications

• Experience delivering enablement, leadership development, or coaching in a fast-growing tech environment.
• Ability to align VP/Director stakeholders, manage large program changes, and drive discipline.
• Strong domain experience in Customer Care/CS and Customer Success operations.

Responsibilities

• Design, contract, and scale manager training and enablement programs for bench building and growth.
• Partner with Care Ops, CS, and CSO leadership to shape investment strategy and roadmap.
• Create coaching playbooks, rubrics, and certifications for global manager consistency.
• Establish governance rhythms and AI-enabled coaching dashboards for managers.

Skills

Enablement leadership

Stakeholder alignment

SaaS/tech enablement

AI tools familiarity

Change management

Bachelor's degree

Advanced degree preferred

Education

Bachelor's degree

Advanced degree in Adult Learning/Organizational Development

Tools

Salesforce

CRM platforms

LMS tools

AI platform assistants

Job description

Toast seeks a strategic Manager Enablement Program Manager to architect and scale onboarding, development, and coaching for people managers across Customer Care and CS. This senior IC role collaborates with Care Ops and CS leadership to drive KPI-focused leadership development and AI-assisted coaching.

You will design standardized coaching frameworks, leverage AI dashboards, and govern high-velocity policy changes to ensure adoption and measurable impact on CSAT and Net Revenue Retention.