Senior Manager, Care Escalations

United States Digital Space LLC; United States; Hybrid; USD 111,000 - 178,000; Full time

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.

Skills

Executive leadership

AI adoption

Cross-functional collaboration

Escalations management

SaaS/tech industry experience

Tools

Jira

Salesforce

Firehydrant

Job description

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week.

the company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

The Senior Manager of Escalations, reporting to the Director of Escalations, will lead the the company's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors. This role delivers the operating frameworks, resolution and quality outcomes and executive-facing accountability for how the company handles its most complex and highest-visibility customer issues, and partners across Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fix.

What you'll do (Responsibilities)

• Own the operating model and outcomes of the the company's Escalations function, partnering across Customer Care, Customer Success and the organization to reduce time-to-resolution and prevent recurring issues

• Accountable for the KPIs for this team with emphasis on driving quality resolution, through technical troubleshooting and direct partnership with the company Teams. Responsible for the weekly and monthly business review insights

• Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's the company competencies. Be the culture and change champion of the team

• Oversee and act as the final decision maker on the company’s most complex and high visibility customer situations, including those raised to Senior Leadership or top-tier customers. This leader will set the escalation thresholds and judgment standards the team applies, and will represent the company directly to both executive and customer leadership

• Define and evolve the team’s servicing frameworks that scale with the company's growing global customer base

• Lead the front of the Continuous improvement funnel through RCA intake processing using team escalation insights

• Identify, pilot, and scale AI-powered tools within the Escalations organization — e.g., AI-assisted triage, case summarization, and root-cause/pattern detection

What you'll need to thrive (Requirements)

• Must be located in the Omaha, NE area

• 7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi-team organization

• Track record building or scaling escalations, or executive-response functions in a high-growth SaaS or technology environment

• Experience communicating directly with, and influencing, senior/executive leadership on complex customer situations

• Analytical rigor: experience setting and reporting against SLAs, service metrics, and building root-cause frameworks

• Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing environment

• Cross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal to resolve our most complex technical customer issues

• Proven success leveraging AI to automate repetitive tasks for frontline personnel, shifting operational focus toward high-impact customer resolutions while providing metrics-based proof of improved productivity and service results

What will help you stand out (Non-essential Skills/Nice to Haves)

• Experience in the restaurant, hospitality, or vertical SaaS/fintech industry serving SMBs

• Experience with incident- or case-management tooling (e.g., Jira, Salesforce, Firehydrant)

• Experience managing other people managers within a 24/7 or multi-site support organization

AI at the company

At the company, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/the company-benefits.

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Pay Range

$111,000—$178,000 USD

How the company Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region:https://careers.toasttab.com/locations-the company

People Are the Secret Ingredient in Our Recipe for Success

At the company, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at the company. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.