Operational Leader

2 weeks ago

Lincoln, Nebraska, United States Toast Inc Full time
About the Role

We are seeking a dynamic operational leader to join our Care leadership team at Toast Inc. As a key member of our team, you will help shape the Care strategy that will have a significant positive impact on our customer's experience.

Responsibilities
  • Lead and build the strategy for our Devices Care team, supporting existing leaders and agents, and working cross-functionally across the organization.
  • Implement process, system, and people changes to drive continuous improvement and enable the teams to provide a great customer experience.
  • Maintain a culture that is laser-focused on providing a great customer experience, and when needed, work directly with customers to ensure they are getting the support experience they expect.
  • Set the vision, direction, and goals for the team, collaborate with partners and key stakeholders to ensure alignment of priorities and objectives.
  • Provide coaching and mentoring to subordinate leaders and maintain a culture of career development, coaching, and performance management across the team.
  • Be an ambassador for the Toast culture, helping to ensure a high bar for performance and a trusting, collaborative, and fun environment.
Requirements
  • 7+ years of operational experience leading large support operations, both internal and BPO, in a fast-paced, high-growth volume environment.
  • Ability to analyze data to make decisions and drive process and performance improvement.
  • Excellent organizational, communication, and presentation skills.
  • Ability to effectively operate both strategically and tactically.
  • Value and thrive in an environment of learning and interacting with high-capability, high-energy people.
  • Change Agent - in the face of resistance and conflicting views, have the ability to push through new ways of thinking and work both within their team and the wider organization.
  • Anticipates the future - act as a true leader, anticipating future opportunities and challenges and ensuring the team is lined up against them.
  • Personal leadership - respected and trusted leader with a proven track record of achievement, adept management skills, reputation as a leader of change, and passion about speed and simplicity.
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.

We are committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact us.

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