Product Excellence Manager

Job Description

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.

The Product Excellence (Product Operations) team drives operational excellence and continuous improvement of our Product Management practices to ensure that Toast Products deliver increased customer value and business impact at scale while enabling Product team members to do what they love and thrive. Our team is responsible for ensuring we have effective, efficient and scalable systems in place that drive alignment across roles and teams and enables collaboration at scale without compromising on team speed, trust or flexibility.

As a Product Excellence Manager , you will own our Product Execution & Delivery focus area. Working closely with other Product Excellence team members, Product Leadership, Product Managers and cross-functional partners, you will lead the continued maturation of our Product Execution & Delivery practices by identifying, prioritizing and implementing improvements in how we operate, such as streamlining critical and routine tasks and processes to get the right outcomes faster. Y our work will deliver a measurable impact to Toast and our customers by improving our Internal and Customer Experience related to product releases, improving Product team efficiency & effectiveness and increasing Product team and cross-functional stakeholder satisfaction.

About this roll * (Responsibilities)

Drive operational excellence on our Product Execution & Delivery practices, including, but not limited to:

• Own, Pilot and Operationalize product processes related to Product Execution and Delivery
• Establish and monitor metrics and Key Performance Indicators (KPIs) to measure the effectiveness of our Product practices
• Identify, Prioritize and Lead continuous improvement efforts to ensure our processes continue to deliver the right outcomes as the product team and product offering expands and evolves in size, diversity, and complexity
• Program-manage large projects in support of improving our Product Execution & Delivery; Coordinate across multiple stakeholders, including leading any related working groups
• Partner with Product Management and cross-functional stakeholders such as R&D Operations, Product & Customer Marketing, Customer Success Enablement, Customer Education, Technical Documentation, Legal and Compliance teams to gather requirements, co-design & pilot solutions and align on a path forward
• Identify & Publish best practices that elevate product managers & product team performance
• Ensure adoption of standardized practices to ensure consistent execution & delivery quality
• Create and maintain templates, guidelines, documentation and training materials for our Product Practices (e.g. playbooks, quick reference guides, wikis, etc.)
• Partner with R&D Enablement to ensure Product Execution & Delivery practices are incorporated into Toast onboarding and continuing education materials as appropriate

Do you have the right ingredients* ? (Requirements)

• 5+ years of Product Management, Product Operations, Business Operations, Business Analyst, or Technical Analyst
• Experience working with Product and Engineering teams in an Agile software environment
• Passion for operational excellence; Highly organized with exceptional attention to detail
• Experience identifying, designing and implementing cross-functional process improvements
• Strong analytical and problem-solving skills; Able to turn partial, conflicting, diverse, or ambiguous inputs into solid action plans
• Ability to effectively identify what’s important and prioritize competing work streams
• A track record of successfully executing complex cross-functional projects
• Demonstrated experience building strong relationships with stakeholders and cross-functional partners

Special Sauce* (Nonessential Skills/Nice to Haves)

• Experience driving change management of processes and tooling across large organizations
• Experience with tools such as: JIRA, Product Plan, Confluence, Coda are a plus

Our Spread* of Total Rewards:

• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

#LI-REMOTE

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!

As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.