Senior Manager, Escalations & Care Excellence

Toast; Omaha (NE); Hybrid; USD 111,000 - 178,000; Full time

Job summary

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Omaha, Boston, and remote offices. You will shape operating models, drive resolution quality, and own executive-facing accountability for complex customer issues.

The role requires guiding a team of Escalations Managers and Care Advisors, partnering with R&D, Legal, and Product to deliver systemic fixes. You will manage performance across teams, set thresholds, and serve as a key leader in influencing

Qualifications

• 7+ years of experience in customer support, customer success, or escalations (executive or technical)
• 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 with senior/executive leadership on complex customer situations

Responsibilities

• Own the operating model and outcomes of the Escalations function, partnering across teams to reduce time-to-resolution and prevent recurring issues
• Accountable for KPIs, quality resolution, and weekly/monthly business review insights
• Lead, coach, and develop Escalations Managers and drive a culture of performance and change
• Oversee final decision-making on complex, high-visibility customer situations and set escalation standards
• Define and evolve servicing frameworks that scale with Toast's growing 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

Leadership

Escalations management

Executive communication

Cross-functional collaboration

AI tools in support

SaaS

Tools

Jira

Salesforce

Job description

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Omaha, Boston, and remote offices. You will shape operating models, drive resolution quality, and own executive-facing accountability for complex customer issues.

The role requires guiding a team of Escalations Managers and Care Advisors, partnering with R&D, Legal, and Product to deliver systemic fixes. You will manage performance across teams, set thresholds, and serve as a key leader in influencing