Senior Escalations Leader - AI-Driven Global Ops

Toast

United States

Hybrid

USD 111,000 - 178,000

Full time

14 days+

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Job summary

Toast is seeking a Senior Manager of Escalations to lead across Boston, Omaha, and remote offices. You will own the escalations operating model, partner with Customer Care and Success, and drive high-visibility resolutions with executive stakeholders.

You will coach Escalations Managers, set thresholds, and scale servicing frameworks globally while piloting AI-powered tooling for efficiency and quality improvements. Hybrid work model with in-office 2 days/week in Omaha.

Qualifications

7+ years in customer support, customer success, or escalations, including 3+ years managing managers or multi-team groups.
Experience scaling escalations and executive-response functions in a high-growth SaaS/tech environment.
Proven ability to influence senior/executive leadership on complex customer situations.
Analytical rigor with SLAs, metrics, and root-cause analysis; comfortable leading through ambiguity.

Responsibilities

Own the escalations operating model, reducing time-to-resolution and recurring issues.
lead Escalations Managers and care teams, guiding performance and growth.
Set thresholds and judgments for high-visibility customer situations; represent the company to executives.
Define scalable servicing frameworks for a growing global customer base.
Drive continuous improvement via RCA intake and escalation insights.