Senior Program Manager, Knowledge Tech & Innovation

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

The Toast Education team strives to enable our customers, partners, and employees to thrive and empower the Toast community through engaging, impactful learning experiences. We achieve this by providing our customers and Toasters with the right education at the right time and in the right place.

As a key player on the team, you’ll utilize your strong project management skills and experience managing knowledge tools to champion opportunities for innovation in our tech stack and processes while using technology to elevate the knowledge experience. You will be responsible for owning the technical and strategic roadmap for how we use our knowledge base to improve NPS and scale case deflection.

About this roll* (Responsibilities)

• Lead the knowledge tech program to make incremental improvements to the knowledge experience (from authoring to search optimization) for Toasters and customers
• Partner with teams across the business to explore and test ways in which we can move knowledge from reactively answering questions to proactively serving up the correct answer
• Own the vision, strategy, and implementation of how AI transforms our written knowledge and live education
• Identifies opportunities within existing technologies or in new spaces where technology and/or process improvement positively impacts knowledge effectiveness and efficiencies
• Define, implement, and monitor KPIs for GenAI projects tied to our knowledge base
• Connect strategy, leverage GenAI, and experiment with new ideas to deliver an API-first knowledge platform
• Support Toast Now workstreams and future projects related to knowledge and tech innovation

Do you have the right ingredients*? (Requirements)

• 8+ years of experience in project/program management, experience managing complex and technical projects required
• Proven track record in managing a mature knowledge base and driving measurable improvements at scale
• Advanced knowledge of AI technologies, large language models, machine learning algorithms, and data analytics
• Ability to see the big picture and problem-solve the root cause, not just the immediate symptom
• Ability to communicate technical ideas while building a network of cross-functional relationships
• Comfortable with the level of learning and ambiguity needed to navigate fast-evolving emerging technologies like AI
• Proficient with tools such as Salesforce Service Cloud, Intercom, Contentful, or other CMS tools

Special Sauce* (Nice to Haves)

• Self-motivated with a relentless “fixer” mindset
• Familiar with and empathetic to the restaurant customer experience
• Passion for research and curiosity that calls you to go beyond “good enough” to create something innovative and exciting
• Knowledge of Python, Java, HTML, and CSS

Our Spread of 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. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is 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 [email protected].