Senior Director, Care Operational Excellence
New
T
ToastRestaurant technology
Location: Remote, United StatesFull-TimeDirector
Salary212,000 - 339,000 USD per year
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Job Details
- Experience
- 12+ years of experience in Customer Support/Service, Customer Experience, or Support Operations
- Required Skills
- Quality Assurance
Requirements
- Have 12+ years of experience in Customer Support/Service, Customer Experience, or Support Operations.
- Bring significant leadership experience at the Director level or above.
- Have built and scaled support organizations within large, high-growth technology companies.
- Have hands-on experience implementing AI in a support organization, such as virtual agents, chatbots, voice AI, agent-assist, or automation.
- Have experience supporting multiple customer segments, from SMB through Enterprise, with differentiated service models, SLAs, and channels.
- Have strong quantitative and analytical skills and be fluent working with support/CX data and BI tools.
- Be comfortable independently building capacity, cost-to-serve, and ROI models.
- Have experience with workforce management and capacity planning disciplines and tools.
- Have a track record of partnering with Product and Engineering and influencing roadmaps without direct authority.
- Be willing and able to work hands-on with processes and datasets and personally drive problems to resolution.
- Have a bachelor’s degree; an MBA or equivalent is a plus but not required.
Responsibilities
- Design and continuously refine Support’s organization, staffing model, tiering, routing, escalation paths, and channel model.
- Build and run the Support operating cadence, including performance reviews, root-cause and escalation reviews, leadership readouts, and continuous-improvement rhythms.
- Own the roadmap for AI-enabled support, from business case through implementation, adoption measurement, and iteration.
- Partner with Product and Engineering on Support tools and systems, including helpdesk/CRM, contact center, knowledge base, and AI/automation platforms.
- Evaluate and manage vendors, technology, AI vendors, and BPO/outsourcing partners.
- Define support metrics and partner with Analytics to build reporting and insights across business lines, customer segments, channels, and geographies.
- Build a quality assurance program with scoring, calibration, and coaching feedback loops.
- Own the customer feedback program and closed-loop process for routing feedback to Product and R&D leadership and tracking it through to impact.
- Own workforce forecasting and capacity management across in-house and outsourced teams, including staffing, scheduling, shrinkage, and real-time management.
- Build, lead, and develop a team of operations and operational excellence managers and leads.
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