Full-Time Senior Product Manager

Toast is driven by building the restaurant platform that helps restaurants adapt.

In this role, you will shape the future of how customers get help and how Toast communicates with our customers. This role spans two interconnected user experiences areas: the Customer Communications Platform and the Help Center team.

• Own and drive the roadmap for two key spaces for customer support experience: the Help Center and the Communications Platform.
• Develop the Help Center, personalizing it for all Toast customers and extending it to all surfaces including app.
• Lead customer communications replatforming and cross-company customer facing communication governance
• Identity and build solutions for improving the customer support experience across all customer journeys
• Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature
• Partner with multiple teams to figure out what customers need to know and when
• Research and get to know customers (internal and external) directly
• Champion customer needs internally by building strong relationships horizontally and vertically within Toast

• Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
• A track record of shipping effective features and experiences with data-driven decision-making
• Experience developing and launching products with cross-functional constraints, and working collaboratively and effectively with cross functional teams
• Exceptional communication skills, able to work well with architects, engineers, designers, customers, as well as executives and functional leaders outside of R&D
• Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products
• Entrepreneurial mindset and ability to create a compelling product vision
• Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics

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