Senior Program Manager, Retail Strategy and Operations
New
T
ToastSaaS / Retail Technology
Remote - USFull-TimeManager
Salary142,000 - 290,000 USD per year
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Job Details
- Experience
- 10+ years of professional experience, including 5+ years managing programmatic initiatives or complex project lifecycles
- Required Skills
- Project ManagementData AnalysisCross-functional Team LeadershipSaaS
Requirements
- 10+ years of professional experience, including 5+ years managing programmatic initiatives or complex project lifecycles.
- Experience in a post-sale environment at a technology/SaaS company.
- Bachelor’s degree.
- Strong project management skills; ability to drive complex, multi-stakeholder initiatives to completion without formal authority.
- Analytical and comfortable with operational metrics and lightweight analyses that drive decisions.
- Track record of earning trust with senior leaders and cross-functional partners across both technical and commercial teams.
- Excellent written and verbal communication skills; ability to translate complexity into clear narratives.
- Results-oriented with a bias toward action.
Responsibilities
- Lead and project-manage cross-functional initiatives across Care, Customer Success, and Product - driving alignment, accountability, and momentum across teams.
- Build operational programs from the ground up: identify where the business needs structure, design the process, and see it through to execution.
- Support Care Operations by improving escalation workflows, streamlining cross-functional coordination, and helping the team scale sustainably as retail customer volume grows.
- Partner with the Customer Success team on account health monitoring, capacity, and operational frameworks that help the team prioritize and perform.
- Support Product and Engineering teams with operational needs including backlog hygiene, SLA monitoring, and cross-team dependency management.
- Contribute to retail strategic planning efforts including market expansion playbooks, and mid-market growth frameworks.
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