Principal Product Manager, Support Experience

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

As the Product Manager for the Toast Support Experience you’ll work closely with a Design lead, Engineering lead, a Care Ops lead, an AI lead, and a team of dedicated engineers to design, launch, and scale the future of the Toast Support experience. We’re a scaling team in the midst of building the strategy and vision of AI-led support at Toast. We operate like a small startup with high ambitions and a focus on experimentation, testing, and iteration. 

About this roll* (Responsibilities):

• You are obsessed about customers and their needs. You love solving complex problems and scaling simplicity for customers and for internal teams. You are grounded in user feedback, cross-functional partnership, and can translate customer and user needs and product vision into world-class operations and experiences.
• You have a proven track record of building and shipping experiences that include user-facing surfaces as well as internal operational workflows. You understand the power of AI, chat as a form factor, and the ways in which new technologies can transform existing use cases and customer needs.
• Own and drive the roadmap for Toast’s support experience, reimagining how restaurant managers interact with Toast, how support agents deliver a world-class experience, and how we can use AI to improve both
• Work closely with designers, developers, and operations to concept, prototype, ship, measure, and improve both product features and operational workflows
• Define both a product strategy and detailed product requirements
• Research and get to know customers (internal and external) directly through close collaboration with sales and customer success, customer care including joining sales and customer care calls
• Champion customer needs internally by building strong relationships horizontally and vertically within Toast

Do you have the right ingredients*? (Requirements)

• Experience as a principal product manager, including working with Intercom, Salesforce, on chat-based workflows and with support teams
• Experience working on developing and launching products with operational constraints, not just technical constraints    
• A proven track record of working collaboratively and effectively with cross-functional teams
• Passion for and knowledge of support tech and AI
• Entrepreneurial mindset and ability to create a compelling product vision and define, spot, and grow product market fit
• Take ownership of scaling a product and matching operational experience, including setting, measuring, and optimizing the right metrics

Our Spread* of Total Rewards
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/toast-benefits.

*Bread puns encouraged but not required