AI Operations Lead, Toast IQ

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. We are looking for a technical manager to lead, scale, and evolve our ServiceNow platform. You will champion a strategic vision for a platform supporting 7,000+ users, balancing deep technical acumen with people leadership to drive platform innovation and deliver complex, high-value initiatives. As the primary technical authority, you will navigate ambiguous priorities to translate business needs into robust, scalable, and secure architecture. By mentoring a high-performing team and fostering a culture of technical excellence, you will ensure our ServiceNow ecosystem remains a resilient, long-term asset aligned with Toast’s enterprise strategy. A day in the life (Responsibilities) Define and Drive the long-term platform vision and technical strategy, ensuring alignment business needs and scaling requirements. Architect data-driven roadmaps that prioritize high-value automation, platform UX/UI optimization, and the integration of emerging AI capabilities (NowAssist, Virtual Agent, MCP Integrations). Hands-on execution, configuration, and customization of the platform while leading the technical architecture and engineering of the ServiceNow ecosystem, governing system design, integration frameworks, and data-driven platform optimizations. Direct the full product lifecycle for ServiceNow modules, aggressively managing technical debt and balancing new feature velocity with platform stability. Establish and enforce rigorous performance metrics and service level agreements across all ServiceNow workflows to ensure optimal system responsiveness and user productivity. Oversee structural integrity through security hardening, biannual upgrade cycles, and hands-on guidance for Flow Designer and IntegrationHub development, and Performance management. Act as the primary technical au

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. A day in the life (Responsibilities) Toast is looking for a Senior Director, Customer Care Operational Excellence to own how our customer support organization operates, end to end. This is a build-and-run role: you will design (and continuously redesign) the people, process, systems, and data that determine whether every customer, from our smallest SMB accounts to our largest Enterprise relationships, gets a fast, effortless, high-quality resolution. This role sits at the center of our AI transformation of Support operations, evaluating, implementing, and scaling AI across chat, voice, and agent-assist workflows, while also owning the fundamentals: workforce planning and capacity, quality and performance measurement, and a closed-loop voice-of-customer program that feeds directly into our product and engineering roadmaps. You will lead a team, and this is a hands-on role: you're expected to get into the details, run point on hard problems personally, and build things yourself when needed. Support Operating Model: People, Process & Systems Own the end-to-end design of how Support operates: org structure, staffing model, tiering/routing, escalation paths, and channel model (chat, email, phone, self-service, community), and continuously refine it as the business scales. Build and run the operating cadence for the function: performance reviews, root-cause/escalation reviews, leadership readouts, and continuous-improvement rhythms. Segment design so that SMB, Mid-Market, and Enterprise customers each get a service model appropriate to their needs, complexity, and value. AI & Support Technology Transformation Own the roadmap for AI-enabled support, including virtual agents/chatbots, voice AI, agent-assist, and automation, from business case through implementation, measured a

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. We’re seeking an experienced Senior Privacy Program Manager to join Toast’s Legal & Compliance team who will play a pivotal role in shaping and maintaining a world-class privacy program. We are heavily leaned into AI automation efforts, and this is an exciting opportunity to help grow the program leveraging automation and LLMs. As part of the dynamic and collaborative Privacy team, you will lead efforts to operationalize privacy requirements across our global operations. This is an opportunity to work on challenging and meaningful projects that make a difference in how we safeguard data and uphold privacy principles within the products and services we offer (both B2B and B2C). Our Legal & Compliance teams are primarily concentrated in Boston, New York, Washington D.C., San Francisco, and Chicago. Candidates residing in these areas will be prioritized, as they will benefit from closer proximity to colleagues and greater access to company resources and events. A day in the life (Responsibilities) Global Privacy Program Management: Develop and maintain Toast's global privacy program, ensuring compliance with laws and best practices across the US, Canada, Europe, the UK, and other countries where Toast operates. DPA Enablement: Help triage our Procurement queue and provide a first pass assessment of privacy risk and vendor stance against our standard DPA using pre-defined risk thresholds and protocols in conjunction with LLMs. Privacy Rights: Continue to mature our privacy rights process and program, including driving efforts to further automate how requests are processed alongside our vendor, Ethyca, and internal business teams and developing SOPs for use in responding to privacy rights requests. Privacy Reviews: Maintain our existing Jira queue for privacy review requests and oversee

After years of building an innovative POS platform for restaurateurs, Toast is expanding into new food and beverage concepts: convenience stores, grocery stores, and bottle shops. The Toast Retail platform is already winning with independent operators. Now we are moving upmarket.This role is the person who helps build the commercial motion as we shift towards increasingly complex upmarket accounts. Role Overview As Manager of Mid-Market Sales for Toast Retail, you will lead a small team of Mid-Market Account Executives pursuing multi-location retail with a focus on grocery, liquor, and convenience operators. These are complex accounts with real buying committees, layered compliance requirements, deep inventory and SKU demands, and incumbent systems that took years to entrench. Winning them requires a sales motion that does not exist at Toast Retail yet. You will build it. This is not a role for someone looking to inherit a playbook and run it well. There is no Mid-Market Toast Retail playbook. A growing set of proof points from our SMB business, a leadership team that is investing, and a set of open questions that someone has to go answer. What does discovery look like when the buyer is a VP of Operations and not an owner? Which of our SMB motions translate upmarket and which have to be rebuilt? What do we need from Product to be credible in a 40 store grocery chain? You will form the hypotheses, run them in the field, and turn what works into something repeatable that the next ten AEs can execute. Expect to spend real time outside your own team. Getting this motion off the ground means sitting with Product on inventory and scan data gaps, with Marketing on messaging that lands with a category buyer, with Enablement on training that does not exist yet, with Deal Desk and Finance on structures we have not offered before, and with Onboarding on implementations that are meaningfully harder than a single site install. Your ability to move those partners without formal a

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. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, team management, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects to help craft the company's future. Join us as we empower the restaurant community to delight guests, do what they love, and thrive. Your mission is to lead the architectural design, technical execution, and implementation across the foundational domains of Toast’s Team Suite products, Payroll and Team Management. The Payroll product delivers daily value to its users - enabling restaurant owners to pay their staff and pay their taxes, and enabling transparency for wages and tips for restaurant employees. The Team Management suite allows restaurants to hire, manage, and schedule their staff. As a Principal Engineer, you will serve as a key technical leader in the group, driving modern architectural patterns—including spec-driven development and agentic workflows—to deliver high-impact software. A day in the life (Responsibilities) Lead fellow developers, product managers, designers, and user researchers to build a strong tech infrastructure that enables amazing features Own the architecture for authentication, authorization, and organizational hierarchy — driving technical direction in these domains across the organization Help us transform a traditional SasS platform into an agentic, system-of-action Flex your full-stack muscles by driving challenging large end-to-end initiatives or core architecture changes in a supportive, collaborative team environment Define and drive technical strategy for problems that affect multiple parts of the business Mentor developers across multip

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 Enterprise Data Solutions (EDS) team at Toast is on a mission to deliver a trusted, scalable, and governed data foundation that empowers every team at Toast to make decisions with speed and confidence. As Toast scales and AI becomes central to our product and operational strategy, EDS serves as the engine behind that ambition—building the infrastructure, governance frameworks, and data products every business function depends on. As a Senior Data Governance Product Manager, you will be the primary operational executor within EDS's governance function. Reporting directly to the Director of Enterprise Data Governance, you will build and run the policies, processes, and programs that make Toast's data trustworthy, compliant, and discoverable every day. This role is ideal for someone who is equally comfortable running a cross-functional workshop with business stakeholders and configuring metadata standards in a data catalog—combining strategic thinking with a strong bias toward execution. A day in the life (Responsibilities) Drive Governance Program Operations: Manage and maintain the Data Domain Model, ensuring clear ownership assignments. Facilitate the Data Governance Council (agendas, action tracking, meeting facilitation), partner with Data Stewards across domains, and track program adoption metrics and maturity KPIs for leadership. Execute Policy & Compliance Standards: Support the development, documentation, and roll-out of enterprise data policies. Monitor compliance, coordinate remediation with domain owners, maintain the policy register, and assemble governance documentation for audits and risk reviews. Lead Business Glossary & Metadata Management: Own day-to-day operations of Toast's Business Glossary by facilitating definition workshops and certifying terms with