Senior Product Manager, Customer Support

Experience as a senior product manager, including data governance, platform-thinking, and building customer-facing experiences across web, mobile. Track record of shipping effective features and experiences with data-driven decision-making. Experience developing and launching products with cross-functional constraints, not just technical constraints. Experience 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. Ability to take ownership of an existing product and improve/iterate on it, including setting, measuring, and optimizing metrics.

Own and drive the roadmap for the Help Center and Communications Platform. Develop the Help Center, personalizing it for all Toast customers and extending it to all surfaces. Lead customer communications replatforming and cross-company customer facing communication governance. Identify 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 features. Partner with multiple teams to determine customer communication needs. Research and understand customers (internal and external) directly. Champion customer needs internally by building strong relationships horizontally and vertically within Toast.