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Director of Remote Implementation

| Greater Boston Area

Toast Overview:

We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Job Overview:

The Director of Remote Implementation reports to the Vice President of Services and is responsible for leading the Remote Implementation Specialist team. In this role the Director will execute on strategic plans to increase efficiency and effectiveness within the separate teams, to hire and train new personnel on their team and provide ongoing coaching and support to ensure the service resources attain both the productivity and delivery quality targets outlined by the business. Process improvement and streamlining teams are key requirements for this role.

What you will do:

  • Work with services management to execute on strategic plans for achieving the Service Department’s goals in revenue, operational efficiency and Customer Success
  • Implement strategic initiatives autonomously for maximum effect on business processes
  • Develop Processes centered around Customer Success
  • Responsible for the hiring and development of a geographically spread team
  • Provide ongoing coaching and support for assigned team
  • Perform weekly or bi-weekly 1:1 and annual performance reviews for direct reports
  • Sharing and implementation of best practices with members of organization
  • Put in place infrastructure and systems to support the success of each of the specialized teams
  • Create a culture of success and ongoing business and goal achievement
  • Manage customer expectations and contribute to a high level of customer satisfaction
  • Monitor customer, market and competitor activity and provide feedback to company leadership team and other company functions
  • Potential Travel for in-person meetings

Do you have the right ingredients?

  • At least 6 years services and process experience in comparable industries, with 8 years in people management position
  • Ability to plan and manage at both the strategic and operational levels
  • Track record of problem solving and customer management
  • Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment
  • Experience and track record of successful process improvement
  • Willingness to travel
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an implementation engineer, moved into instructional design, and now I am in my dream role as a product manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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