Care Enablement Manager

Toast is a powerful and easy to use all-in-one restaurant platform that helps restaurants grow their businesses and delight their guests in new and innovative ways. Our mission is to empower the global restaurant community to delight their guests, do what they love, and thrive. 

Bready* to make a change?

We are in the midst of a major transformation of our Customer Support approach to dramatically improve customer experience. As a Care Enablement Program Manager for Toast Now, you will play a critical role in driving that transformation by enabling agents to be successful and productive in an omnichannel support environment.  This expansion to an omnichannel experience will require our processes and technology to fundamentally change, and for agent workflows to be fully redesigned. 

You will be working directly with a set of cross-functional partners of product managers, strategy leads, and operations, working closely to deliver on both customer experience and agent satisfaction at scale (both internal and outsource partners).

This is a highly cross-functional role where you will work directly with cross-functional partners in product management, Care Strategy, Education, and Care Operations to deliver on both customer experience and agent satisfaction at scale (both internal and outsource partners). You’ll be an authority on the best enablement methods + approaches based on complexity and level of change, and align on approach with Care strategy + operations. 

You’ll assess the current state of the business with regard to your programs and ultimately build robust, digestible, actionable, data and insights that can be delivered to front-line managers + senior managers that drive accountability and impact by reporting on actions and progress against goals.

About this roll*: 

• Program Management: Internally and for BPO’s, develop and maintain frameworks to manage key performance indicators (KPIs) for agents and their leaders. Work with product and education teams to prioritize launches that align with company goals while ensuring frontline teams can effectively support the launches. Regularly assess individual and team performance against established KPIs. 
• Strategy Design: In conjunction with learning design, re-imagine overall enablement strategy processes to make them most effective; creatively leverage underutilized resources, or create new ones to make learning most effective. Focus on removing redundancies, improving velocity, increasing visibility, and enhancing overall effectiveness.
• Goal Setting and Data Analysis: Collaborate with team members to set clear and achievable goals for program success. Analyze data and identify trends, areas for improvement, and opportunities for scale and automation. Consolidate insights for easy access, reporting and leadership communication. 
• Enablement:  In partnership with the People Excellence team, identify skill gaps within the agent and manager populations, recommend development interventions and training to enhance team capabilities, and provide constructive feedback to leaders based on the data to identify areas for continuous improvement. 
• Business Reviews: Work with analytics, managers, and agents to gather data and feedback to measure and report on program effectiveness to leadership. Provide insights for strategic decision-making and implement actionable improvements. 
• Consultative SME: As your work evolves, provide strong consultation and guidance to the Care Enablement team and stakeholders through regular program performance reviews, anecdotal feedback, and data-informed insights.

Do you have the right ingredients*? 

• 3-5 years of program management experience within customer success or customer onboarding enablement in a fast-paced, high-growth, and high-output environment.
• Solid data analysis skills to extract insights from performance data and create actionable reports for front-line and senior managers.
• Effective communication skills to present data, reports, and performance insights to leadership and team members.
• Consultative mindset with experience in identifying and implementing process improvements to enhance team efficiency and effectiveness and making data driven decision to define priorities 
• Ability to identify gaps and opportunities to support with coaching and enablement.
• Experience in succeeding in highly cross-functional roles, and history of successfully championing your priorities, while leveraging other teams for alignment and support. 
• Thrive working in a fast-paced, ever-changing and ambiguous environment where you have room to build programs, focus on prioritization and get creative about resourcing.
• Passionate about the learner experience and always looking for ways to improve skills, provide coaching and support, and learn new things
• Ability to alter working hours to meet the needs of the business (including night shift)
• 5-10% travel may be required

Bonus:

• 1-3 years experience supporting, enabling, and/or scaling chat support models.
• Familiarity with AI
• Experience with Intercom or other omnichannel support tools
• Trainer/facilitation experience

Working Timings
2:00 PM - 11:00 PM IST

*Bread puns encouraged but not required