Senior Manager, Escalations & AI Resolution (Remote)

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

Job summary

Toast, Inc. is seeking a Senior Manager of Escalations to lead Toast's Escalations organization across Boston, Omaha, and remote offices. The role partners with Customer Success, Care, Product, Engineering and Legal to resolve complex customer issues and drive systemic fixes.

The candidate will define operating frameworks, manage KPIs, and coach a team of Escalations Managers, acting as final decision-maker on high-visibility cases while scaling services for a growing global customer base.

Qualifications

• 7+ years of experience in customer support, success, or escalations including 3+ years managing managers or multiple teams.
• Experience scaling escalations or executive-response functions in a high-growth SaaS/tech environment.
• Experience communicating with senior/executive leadership on complex customer situations.
• Ability to set and report against SLAs, metrics, and root-cause frameworks.

Responsibilities

• Own the operating model and outcomes of the Escalations function across teams, reducing time-to-resolution.
• Accountable for KPIs and quality resolution through technical troubleshooting and cross-team partnership.
• Coach and develop Escalations Managers; drive culture and change within the team.
• Oversee final decisions on complex/high-visibility customer situations and set escalation standards.
• Define and evolve servicing frameworks to scale with Toast's global customer base.
• Lead RCA intake processing and use escalation insights for continuous improvement.
• Identify, pilot, and scale AI-powered tools for triage, summarization, and root-cause detection.

Skills

Escalations leadership

Executive communication

Cross-functional leadership

AI tooling

SLA management

Tools

Jira

Salesforce

FireHydrant

Job description

Toast, Inc. is seeking a Senior Manager of Escalations to lead Toast's Escalations organization across Boston, Omaha, and remote offices. The role partners with Customer Success, Care, Product, Engineering and Legal to resolve complex customer issues and drive systemic fixes.

The candidate will define operating frameworks, manage KPIs, and coach a team of Escalations Managers, acting as final decision-maker on high-visibility cases while scaling services for a growing global customer base.