# Senior Director, Care Operational Excellence at Toast

Toast is hiring a Senior Director, Care Operational Excellence. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/a12c95b5-68ff-4316-bc8d-84df77d115ff?utm_medium=ai-agent).

AI Level 1, AI centrality 32 out of 100. Remote (Remote, United States).

## Details

- Company: [Toast](https://jobsbylevel.com/companies/toast)
- AI level: AI Level 1 (score 32 out of 100)
- Location: Remote (Remote, United States)
- Posted: October 16, 2026
- Apply: https://jobsbylevel.com/go/a12c95b5-68ff-4316-bc8d-84df77d115ff?utm_medium=ai-agent

## Prepare for this job

The job page lists 2 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/senior-director-care-operational-excellence-at-toast-76fe9b

## Description

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life (Responsibilities) Toast is looking for a Senior Director, Customer Care Operational Excellence to own how our customer support organization operates, end to end. This is a build-and-run role: you will design (and continuously redesign) the people, process, systems, and data that determine whether every customer, from our smallest SMB accounts to our largest Enterprise relationships, gets a fast, effortless, high-quality resolution. This role sits at the center of our AI transformation of Support operations, evaluating, implementing, and scaling AI across chat, voice, and agent-assist workflows, while also owning the fundamentals: workforce planning and capacity, quality and performance measurement, and a closed-loop voice-of-customer program that feeds directly into our product and engineering roadmaps. You will lead a team, and this is a hands-on role: you're expected to get into the details, run point on hard problems personally, and build things yourself when needed. Support Operating Model: People, Process & Systems Own the end-to-end design of how Support operates: org structure, staffing model, tiering/routing, escalation paths, and channel model (chat, email, phone, self-service, community), and continuously refine it as the business scales. Build and run the operating cadence for the function: performance reviews, root-cause/escalation reviews, leadership readouts, and continuous-improvement rhythms. Segment design so that SMB, Mid-Market, and Enterprise customers each get a service model appropriate to their needs, complexity, and value. AI & Support Technology Transformation Own the roadmap for AI-enabled support, including virtual agents/chatbots, voice AI, agent-assist, and automation, from business case through implementation, measured adoption, and iteration. Partner with Product and Engineering as a co-owner of the tools and systems Support runs on: helpdesk/CRM, contact center (CCaaS), knowledge base, and AI/automation platforms, representing Support's requirements and stress-testing what's shipped. Evaluate, select, and manage the vendor and technology stack (including AI vendors and BPO/outsourcing partners), balancing cost, quality, and customer experience. Data, Insights & Performance Measurement Define the metrics that matter for Toast’s support operations, including but not limited to TTR/resolution time, CSAT, customer effort (CES), quality/QA scores, cost-to-serve, and AI containment/deflection rate. Partner with Analytics to build the reporting and analytics and associated insights to drive operations across lines of business, segments, channels, and geographies. Build a rigorous quality assurance program (QA scoring, calibration, coaching feedback loops) to ensure consistency as the org scales and as AI takes on more of the work. Use data to diagnose root causes of poor experience and prioritize the highest-leverage fixes across people, process, and systems. Voice of the Customer & Product Feedback Own Product Feedback program in partnership with VOC and other related efforts: capturing, synthesizing, and prioritizing feedback and issues surfaced through Support. Build the formal, closed-loop mechanism that routes customer and product feedback to R&D/Product leadership, ensuring it gets actioned and tracked through to impact on support volume and CSAT. Workforce Planning & Capacity Management Own workforce planning, forecasting, and capacity management (staffing, scheduling, shrinkage, real-time management) across in-house and outsourced/BPO teams. Model the impact of AI automation on headcount and capacity plans, and adjust staffing levels as containment rates change. Cross-Functional Leadership & Partnership Partner closely with Product and Engineering leadership as a genuine design partner on

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-director-care-operational-excellence-at-toast-76fe9b

Source: https://jobsbylevel.com/jobs/senior-director-care-operational-excellence-at-toast-76fe9b

## Cite this page

Level. https://jobsbylevel.com/jobs/senior-director-care-operational-excellence-at-toast-76fe9b.

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