Senior Director, AI-Driven Customer Care Ops

WinsAbove; United States; Hybrid; USD 212.000 - 339.000; Vollzeit

Zusammenfassung

Toast is seeking a Senior Director, Customer Care Operational Excellence to own how our support organization operates end to end. You will design the people, processes, systems, and data that determine fast, high-quality resolutions across SMB to Enterprise customers.

You will lead AI-enabled transformation of Support, drive workforce planning, quality and performance measurement, and a closed-loop VOC program feeding product roadmaps. Hybrid US-based role.

Qualifikationen

• 12+ years in Customer Support/Service or Support Operations with senior leadership experience.
• Experience building and scaling support organizations in high-growth tech.
• Direct hands-on AI implementation in a support org and ability to articulate impact.
• Experience supporting SMB to Enterprise with differentiated service models.
• Strong quantitative skills and comfort with BI tools and modeling.
• Experience with workforce management and capacity planning.
• Proven cross-functional partnership with Product and Engineering.
• Willingness to roll up sleeves and drive problems to resolution.
• Bachelor's degree required; MBA or equivalent is a plus.

Aufgaben

• Own end-to-end design of Support operations: org, staffing, routing, escalation, and channels.
• Build the operating cadence: performance reviews, RCA, leadership readouts, continuous improvement.
• Segment design for SMB, Mid-Market, and Enterprise customers.
• Own AI-enabled support roadmap: chat, voice, agent‑assist, automation.
• Partner with Product/Engineering as co-owner of tools and systems.
• Define metrics and build QA programs; diagnose root causes with data.
• Lead VOC program and close feedback loop to R&D/Product.
• Manage workforce planning and real-time capacity across in-house and outsourced teams.
• Collaborate with cross-functional teams and report to executives.

Kenntnisse

Leadership experience

Director level

AI in support

Workforce management

Cross-functional partnership

Data-driven decision making

Process design

Hands-on problem solving

Strategic thinking

Bachelor's degree

Bachelor's degree in business/ops

Ausbildung

Bachelor's degree

MBA or equivalent (plus)

Jobbeschreibung

Toast is seeking a Senior Director, Customer Care Operational Excellence to own how our support organization operates end to end. You will design the people, processes, systems, and data that determine fast, high-quality resolutions across SMB to Enterprise customers.

You will lead AI-enabled transformation of Support, drive workforce planning, quality and performance measurement, and a closed-loop VOC program feeding product roadmaps. Hybrid US-based role.