Toast · 3 days ago
Director, Data Engineering & Infrastructure (Customer Success)
Boston, MA
Full-time
Hybrid
Director/Executive
$194K/yr - $310K/yr
10+ years expToast is building a restaurant platform to help restaurants thrive, and they are seeking a Director of Data Infrastructure & Engineering for their Customer Success organization. This role will lead the strategy and execution of data infrastructure initiatives, ensuring high-quality data across various analytics domains to drive proactive customer engagement.
DeliveryPoint of SaleSaaS
Responsibilities
Define and execute the data infrastructure vision and roadmap for Customer Success in alignment with enterprise data strategies and Toast’s technical standards
Serve as a key bridge between CS, BTT, and Finance to ensure data alignment, quality, and accessibility across business domains
Represent CS in enterprise governance forums and data councils, ensuring adherence to security, architecture, and compliance standards
Build and mentor a high-performing data engineering and (future) data science team that balances innovation with discipline and governance
Collaborate with analytics and operations leaders to translate business goals into data architecture, tooling, and workflow priorities
Own the design and implementation of the unified CS data model, connecting data across CS teams (Care, CX, Enablement, CSS) and systems (Salesforce, Medallia, etc.)
Lead the development and optimization of data pipelines for analytics, reporting, and AI/ML-driven insights and tooling
Drive the evolution of the CS data infrastructure to follow best in class practices and technologies, in alignment with the centralized data team’s best practices
Partner with the centralized BTT data architecture team to ensure platform integrity, metadata management, and observability
Maintain transparency and rigor in KPI definitions and data lineage across CS and enterprise systems
Establish processes for data quality monitoring, schema management, and SLAs for data delivery
Contribute to and uphold a shared KPI dictionary, data lineage map, and self-service analytics framework
Ensure ongoing compliance with data security, privacy, and governance requirements
Enable data-driven decision-making across CS by building infrastructure that supports self-service analytics and operational automation
Collaborate with analytics and data science pods to enable predictive insights (e.g., contact reduction, customer pain propensity, satisfaction scoring)
Lead innovation through AI-driven analytical methods including classification, NLP, and propensity modeling
Identify and implement emerging technologies that improve data accuracy and usability
Partner with CS teams to evolve real-time triggers and proactive customer engagement frameworks & tooling
Qualification
Required
10+ years of experience in data engineering, data platform architecture, or data infrastructure, with at least 3+ years in a leadership role
Proven track record in operating in cloud-based data ecosystems in complex, matrixed environments
Demonstrated business acumen, with a bias toward iterative delivery, measurable impact, and value creation
Strong expertise with modern data platforms (e.g., Snowflake, BigQuery, Redshift, Databricks, Delta Lake) and orchestration frameworks (e.g., Airflow, dbt)
Hands-on experience with programming and data languages (SQL, Python, Scala, or Java)
Demonstrated ability to align technical strategies with business outcomes and lead cross-functional stakeholder collaboration
Experience managing and mentoring engineering teams, with a focus on performance, reliability, and scalability
Excellent communication and influencing skills, particularly across business and technical stakeholders
Preferred
Experience working in Customer Success, SaaS, or customer-facing operational analytics environments
Familiarity with data science workflows, model deployment, and machine learning infrastructure
Expertise in real-time data streaming (Kafka, Kinesis, or Pub/Sub)
Experience building data governance frameworks and integrating with enterprise data management functions
Strong understanding of financial data alignment, especially in collaboration with FP&A or Finance teams
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
Company data provided by crunchbase