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Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
The AI & Self-Service Program Manager is responsible for optimizing Toast’s educational content ecosystem to maximize customer self-service, improve knowledge discovery, optimize how AI leverages the content, and reduce reliance on human support. This role leads the strategic delivery of education through AI-powered experiences while ensuring content is structured for effective consumption by customers, support agents, and search engines.
By optimizing content for AI models, human readability, and SEO, this role ensures educational resources are easy to discover, easy to understand, and easy to act on. The Program Manager serves as the technical architect for Toast’s content ecosystem, defining the structural and metadata standards that ensure content is discoverable, machine-readable, and optimized for AI-driven customer outcomes. The Program Manager also represents the Enablement organization in cross-functional AI initiatives (e.g., Toast Now, Toast IQ), helping define and scale how AI tools leverage enablement content to improve customer outcomes.
This role serves as a thought leader within the Enablement organization and a trusted cross-functional partner across Product, Support, Marketing, and AI platform teams. By applying a deep understanding of Toast’s business model, customer pain points, and the broader AI landscape, this role delivers program strategies that drive measurable impact at scale.
A day in the life (Responsibilities):
AI & Chat-Based Knowledge Delivery
Self-Service & Content Discovery
Content Optimization & Governance
Influence, Communication & Leadership
What you'll need to thrive (Requirements)
Nice To Haves
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
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.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
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.
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