Senior Manager, Customer Training

Toast; United States; À distance; USD 150 000 - 190 000; Plein temps

Résumé du poste

Toast is seeking a senior Training and Enablement leader to own the strategic vision and operational excellence for our SMB/Core training organization. You will partner with GTM, Marketing, Customer Success, and Product to ensure training aligns with company initiatives and scales with demand.

Lead a team of Trainers, drive calendar management, curriculum design, and analytics to improve program impact, and explore AI-enhanced delivery to elevate the customer experience in the restaurant sector.

Qualifications

• 8+ years in B2B Customer Training, Enablement, or Instructional Program Management.
• 4+ years of people management experience.
• Experience scheduling live/virtual training calendars at scale.
• Deep expertise in instructional strategy and curriculum design.
• Strong data and analytical skills to guide program design.
• Familiarity with AI tools to enhance live training delivery.

Responsabilités

• Own the strategic vision and operational excellence of the SMB/Core training team.
• Lead evolution of training programs to align with company strategic initiatives.
• Build, lead, and mentor a high-performing Trainers team through coaching.
• Manage capacity and utilization to ensure delivery scales with demand.
• Collaborate with GTM, Marketing, Customer Success, and Product teams to ensure seamless customer experience.
• Define and evolve Toast's strategy for incorporating AI into customer training.

Connaissances

Strategic training leadership

Curriculum design

Data analytics

Cross-functional collaboration

AI in training

Performance coaching

Outils

Zoom

Articulate

LMS

Description du poste

Responsibilities

• Own the strategic vision and operational excellence of the SMB/Core training team
• Lead the evolution of training programs to align with company strategic initiatives
• Build, lead, and maintain a high-performing team of Trainers through coaching and mentoring
• Manage capacity and utilization to ensure delivery scales with demand
• Collaborate with GTM, Marketing, Customer Success, and Product teams to ensure seamless customer experience
• Define and evolve Toast's strategy for incorporating AI into customer training

Requirements

• Minimum of 8 years of experience in B2B Customer Training, Enablement, or Instructional Program Management
• 4+ years of people management experience
• Demonstrated experience managing a live/virtual training calendar and team capacity at scale
• Deep expertise in instructional strategy and curriculum design
• Strong data and analytical skills to guide program design
• Familiarity with how AI tools can enhance live training delivery

Preferred Qualifications

• Experience managing a remote, distributed, multi-region training team
• Technical familiarity with virtual classroom and LMS platforms like Zoom or Articulate
• Empathetic to the restaurant customer experience and operational workflows

About the Company

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, and engage customers.