VP, Customer Experience

Vice President, Customer Experience Strategy & Operations

Are you bready* to build for success?

At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience. And we see the service and support our team provides to customers as a key differentiator in the market and a point of pride. As Toast continues to grow - offering new products, serving new customers types & segments, expanding to new geographies - we must continue to innovate on that customer experience and the level, type and modes of support we provide.

As the leader of Vice President, Customer Experience Strategy & Operations you will play a critical role, leading the development and ongoing innovation of Toast’s customer experience and service delivery model, and operationalizing and bringing that plan to life. You will be responsible for the strategy and analytics of customer experience, including establishing the right measures of impact for our education, self-service and account management functions. You will share Voice of Customer insights across the organization, to inform business decisions and support leaders staying current on customer trends and sentiment. You will identify how we can improve the existing customer journey, through analytics, experimentation and partnership across the business, and ultimately, bring our model to life. 

Next to customer experience strategy, analytics and VOC, you will serve as the central point driving Customer Success operations. You will lead ongoing operational experimentation to incorporate a data-driven, test-and-learn methodology to how we innovate the customer experience. You will work with CS teams and departments across the business to drive innovation and improvements across the customer journey. You will also play a key role in defining the operating rhythm and cadence of the organization, through regular reviews of OKRs and performance to plan.

This is a new role, reporting to the Chief Customer Officer, and will include direct leadership of a small team that you will get to grow and shape. 

About this roll*:

• Own the strategy to improve key metrics such as CSAT, NPS, Customer Health Score, first contact resolution, time to resolution, and customer self-service
• Develop and lead enterprise-wide Voice of Customer (VOC) Program, sharing qualitative and quantitative customer data & insights from across Toast, to ensure business leaders keep a pulse on customer sentiment & trends, to inform decision-making, and to support ongoing Product innovation & improvements 
• Lead customer experience analytics efforts to measure and quantify impact of customer experience and service model, including defining key metrics of impact
• Define, execute and measure impact of operational experiments aimed at improving and/or evolving Toast’s service delivery and customer experience model
• Prioritize opportunities to improve customer experience using a data-driven, test-and-learn approach, both within Customer Success organization and cross-functionally across other departments 
• Establish CS operating cadence and drive accountability among teams for achieving performance objectives
• Stay current on key industry trends, research, recommend best practices, KPIs and benchmarks, and, where relevant, incorporate into ongoing experimentation and adoption at Toast

Do you have the right ingredients*?

• 10+ years of relevant experience in customer success, customer experience, management consulting; including 5+ years in senior leadership roles
• Data-driven, analytical and a problem-solver, able to prioritize amidst ambiguity and competing priorities
• Track record of success at leading and driving results cross-functionally, across multiple stakeholders
• Must have good commercial aptitude and the ability to work within a complex cross-functional environment. This is a high profile role, regularly working with the leaders across the organization and will be highly visible within the business
• Experience at a technology company or relevant consultancy ideal
• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
• Passion for restaurant industry and enabling restaurants to be successful through use of technology

*Bread puns encouraged but not required