Principal, New Product Enablement
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
In the Principal, New Product Enablement Program role, you will manage the program for enabling our 1,500+ Customer Support team on new product and process launches. Toast is constantly innovating and launching new products to make our customers' lives easier and new processes to enhance the effectiveness of our support team; your role will be critical in ensuring that our agents (both internal and at BPOs) are prepared and contribute meaningfully to making these launches successful.
This is a highly cross-functional role where you will work with Product, Education, Care strategy, and Care Operations teams to deliver a high-quality program. You will lead prioritization of product training, work with learning design teams to determine the best enablement methods + approaches based on product complexity and level of change, and align on approach with Care strategy + operations. Holistically, you will be responsible for measuring the performance of the program to ensure we are meeting our key goals. Our current processes are also ripe for reinvention, and we’re looking for someone ready to transform our approach.
About this roll* (Responsibilities)
- Develop a strategic, scalable new product process launch program that ensures agent readiness and enhanced customer experience
- Work with product and education teams to prioritize launches that align with company goals while ensuring frontline teams can effectively support the launches
- Partner with Customer Support strategy and operations team to determine which teams should support new products
- For each new launch, work with learning design to develop the most effective learning program, and vet the program with SMEs to ensure it will have the desired impact
- In conjunction with learning design, re-imagine overall enablement strategy for new product process launches to make them most effective; creatively leverage and underutilized resources or create new ones to make learning most effective
- Re-think the launch process end-to-end to remove redundancies, improve velocity, increase visibility, and enhance overall effectiveness
- Measure and report on program effectiveness, both working with analytics and getting feedback from agents then incorporate improvement actions needed
Do you have the right ingredients*? (Requirements)
- 5-7 years of customer success, sales or implementation enablement experience in a fast-paced, high-growth, and high-output environment
- 5-10% travel required
- Demonstrated ability to make data-driven decisions and define priorities
- Demonstrated experience in driving transformation efforts of enablement programs
- Experience in succeeding in highly cross-functional roles, and history of successfully championing your priorities
- History of success driving measurable results from modern, innovative, and interactive learning strategies
- Thrive working in a fast-paced, ever-changing environment with ambiguity
- Passionate about the learner experience and always looking for ways to improve skills and learn new things
Our Spread of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
*Bread puns encouraged but not required
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
Toast builds an all-in-one platform specifically designed for restaurants, integrating tableside and online ordering with labor management tools. Our technology empowers food service businesses to thrive in the digital age, enhancing operations, increasing sales, and improving employee satisfaction. With insights from the restaurant industry, we deliver an intuitive solution that allows owners to focus on what they love most: their business.
- Founded
- Founded 2012
- Employees
- 500+ employees
- Industry
- Hotels, Restaurants & Leisure