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Toast · 2 hours ago

Director, Internal Enablement, Customer Success

Boston, MA

Full-time

Hybrid

Director/Executive

$157K/yr - $251K/yr

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Director of Internal Enablement is a senior leader responsible for equipping Toast’s Support and Customer Success teams to deliver a high-quality customer experience by enhancing role readiness and mastery.

DeliveryPoint of SaleSaaS

Comp. & Benefits

Responsibilities

Own the enablement vision and operating model, defining the team’s charter, strategy and priorities

Establish and run a transparent, data-driven intake and prioritization process for enablement requests and opportunities. Diagnose root causes and route non-enablement issues (process, product, policy, tooling) to the correct owners

Shorten time-to-productivity for new hires by establishing the right skills and behaviors, and enabling Toasters on critical tools and processes

Advance role mastery for tenured Toasters through ongoing skill development and programmatic enablement strategies

Refine the strategy for enabling agents on in-the-moment and reactive call volume drivers like outages and bugs

Define and optimize enablement inputs - what we deliver, when we deliver it, and how Toasters engage - to improve Support outcomes (Customer Satisfaction Score and Time To Resolve) and Customer Success outcomes (Net Revenue Retention, Product Adoption and Churn)

Establish and continuously refine roadmaps built with stakeholders. Implement project‑management norms with clear success metrics tied to quantified business outcomes

Serve as a trusted partner to Customer Success leadership and cross‑functional teams to support Toast’s transformation into a global, multi‑product, enterprise‑grade business, ensuring Toasters can deliver great experiences during rapid change

Qualification

Strategic visionOperational excellenceLearning strategyTraining facilitationCross-functional executionStakeholder managementCommunicationProject management

Required

Experience leading teams and setting the strategic vision with a strong focus on operational excellence

Excels at scoping, roadmapping, and cross-functional execution of programs with clear milestones and owners to deliver projects on time and within scope

Capable of working with a diverse set of stakeholders across departments and organizational levels

Deep understanding of how frontline Support agents and Customer Success Managers operate day to day

Extensive experience with learning strategy, design, and training facilitation best practices

Able to establish credibility and trust with managers and frontline employees, using strong communication to explain the 'why' behind enablement as a critical part of building a great customer experience

Excited to work with a global team that spans time zones and cultures