Toast · 21 hours ago
Director, Care Analytics
Boston, MA
Full-time
Hybrid
Director/Executive
$177K/yr - $283K/yr
8+ years expToast is building a restaurant platform to help restaurants thrive, and they are seeking a Director of Care Analytics to serve as a strategic analytics partner to the SVP of Customer Care. This role involves leading the Care analytics function, establishing a culture of performance measurement, and transforming complex datasets into actionable insights to improve customer experience.
DeliveryPoint of SaleSaaS
Responsibilities
Bring a forward-looking, innovative perspective to identify emerging trends and future opportunities that will shape the long-term Care roadmap, moving beyond current performance to drive new value for the business
Partner with Care executives to build data-driven prioritization frameworks that inform the planning and sequencing of strategic initiatives. Lead high-level discussions with key stakeholders to align on insights, recommendations, and the definition of success
Own the definition, target setting, and governance of Care key metrics. Establish the 'source of truth' for the organization, ensuring strict alignment with Finance, Workforce Management, Care Strategy and Operations teams
Move beyond reporting to proactive insight generation. Use a business-case mindset to calculate the ROI of proposed recommendations, understanding the key assumptions required for success. Determine the right blend of speed versus depth in analysis to match business challenges with the right data points
Build, manage, and mentor a high-performing team of analysts. Foster a culture that blends technical data skills with strong business acumen and a customer-focused mindset
Act as the bridge between Care and the broader Toast ecosystem. Work with Product and Engineering teams to understand how upstream changes impact Care data and support the sourcing of new data streams
Lead deep, technical analysis to identify opportunities for efficiency and guide the Care roadmap, specifically measuring the impact of pilots and new initiatives
Qualification
Required
8-10+ years of experience in Analytics, Business Intelligence, or Data Science
4+ years of leadership experience, specifically managing high-performing analytics teams
Strong technical literacy in SQL and data visualization tools (e.g., Snowflake, Hex, Looker, Tableau, Sigma)
Proven experience presenting to executive leadership and translating complex data into business strategy
Must have experience working with customer data: Customer Support Operations, Customer Service, Customer Experience, CRM
Track record of solving ambiguous business problems and managing competing priorities
Bachelor's Degree required
Preferred
Master's or MBA preferred
Benefits
Cash compensation (overtime, bonus/commissions, if eligible)
Benefits
Equity (if eligible)
Company
Toast
Toast is a point-of-sale and restaurant management platform designed for businesses in the food service and hospitality industry.
1001-5000 employees
H1B Sponsorship
Toast has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (32)
2023 (39)
2022 (66)
2021 (29)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$961.95MKey Investors
12 West CapitalT. Rowe PriceBessemer Venture Partners
2021-09-22IPO
2020-11-23Secondary Market· $60M
2020-02-14Series F· $400M
Leadership Team
Aman Narang
CEO and Co-Founder
Steve Fredette
Co-founder and President
Recent News
2026-01-09
Benzinga.com
2026-01-09
Company data provided by crunchbase