Type
FULL TIME
Work Style
On-site
Level
LEAD
About Toast
At Toast, we’re building the restaurant platform that helps restaurants adapt, take control, and thrive. The Care organization plays a pivotal role in providing customers with a best in class experience and we’re embarking on a transformation to drive operational rigor balanced with a customer-first mindset.
Role Overview
The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team. You will be the authority on the data that drives our support organization, responsible for turning support contacts into actionable insights that improve efficiency, reduce friction, and enhance the customer experience.
In this role, you will lead the evolution of the Care analytics function, establishing a culture of rigorous performance measurement and data governance. You will partner closely with Finance, Workforce Management, and Data Infrastructure to champion a KPI system to act as a source of truth for the organization. This will ensure that operational data is not only accurate but accessible and transparent to stakeholders at every level.
You will serve as the primary strategic guide to the Care leadership team, transforming complex datasets into clear, actionable recommendations. By defining critical KPIs and delivering deep-dive analyses on agent performance, contact drivers, and the support experience, you will empower leadership to make experiential, operational, and financial decisions with confidence.
About this roll (Responsibilities)*
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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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Prepare for your Director, Care Analytics interview at Toast.
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