Senior Manager, Escalations & AI-Driven Support Operations

Toast; Boston (MA); Hybrid; USD 123,000 - 197,000; Full time

Job summary

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will set operating frameworks, own resolution quality, and provide executive-facing accountability, partnering with Care, Product, and Legal to close the loop from case to systemic fixes.

You will coach a team of Escalations Managers, drive KPIs, and serve as final decision maker on complex cases while scaling servicing frameworks for a growing global customer base.

Qualifications

• 7+ years in customer support, success, or escalations (executive or technical).
• 3+ years managing managers or a multi-team organization.
• Experience communicating with senior/executive leadership on complex issues.
• Analytical rigor: setting/reporting SLA and service metrics.
• Ability to lead through ambiguity and shifting priorities.
• Cross-functional collaboration with R&D, FinTech, Legal to resolve issues.
• Proven experience using AI to automate repetitive tasks and improve productivity.

Responsibilities

• Own the operating model and outcomes of Escalations across Care and Success.
• Drive KPIs, quality resolution, and insights for weekly/monthly reviews.
• Lead and develop Escalations Managers and foster team culture.
• Act as final decision maker on high-visibility customer situations.
• Define servicing frameworks that scale with a growing global base.
• Lead RCA intake and continuous improvement using escalation insights.
• Pilot and scale AI-powered tools for triage, summarization, and root-ccause detection.

Skills

Escalations leadership

Executive communication

KPIs & SLA management

AI in operations

Team coaching

Tools

Jira

Salesforce

Job description

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will set operating frameworks, own resolution quality, and provide executive-facing accountability, partnering with Care, Product, and Legal to close the loop from case to systemic fixes.

You will coach a team of Escalations Managers, drive KPIs, and serve as final decision maker on complex cases while scaling servicing frameworks for a growing global customer base.