Senior Director, Customer Care Ops & AI Transformation

Toast, Inc.; United States; Hybride; USD 166 000 - 339 000; Plein temps

Résumé du poste

Toast, Inc. seeks a Senior Director of Customer Care Operational Excellence.

You will shape how our global support organization functions end-to-end, design processes, systems, and data, and drive rapid, high-quality resolutions for SMBs to Enterprise customers. You will lead AI-enabled transformations across chat, voice, and agent-assisted workflows while overseeing workforce planning, quality measurement, and voice-of-customer programs that feed product roadmaps.

Qualifications

• 12+ years leading Customer Care/Support operations or CX atDirector level or higher.
• Experience building and scaling support orgs in high-growth tech companies (B2B/B2B2C).
• Hands-on AI in support: virtual agents, voice AI, agent‑assist, automation.

Responsabilités

• Own end-to-end design of Support operations: org structure, staffing, routing, escalation, channels.
• Lead AI-enabled support roadmap from business case to adoption and iteration.
• Define KPIs and establish QA and VOC feedback loops to drive improvements.

Connaissances

Leadership experience

AI in support

Operations design

Cross-functional partner

Voice of customer

Data analytics

Bachelor's degree

Formation

Bachelor's degree

Description du poste

Toast, Inc. seeks a Senior Director of Customer Care Operational Excellence.

You will shape how our global support organization functions end-to-end, design processes, systems, and data, and drive rapid, high-quality resolutions for SMBs to Enterprise customers. You will lead AI-enabled transformations across chat, voice, and agent-assisted workflows while overseeing workforce planning, quality measurement, and voice-of-customer programs that feed product roadmaps.