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Principal Program Manager, Customer Experience Operations

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 Principal Program Manager, Customer Experience Operations, you are a key player in driving customer loyalty through exceptional customer experience management. You will drive the planning, prioritization, and governance of Toast’s customer experience strategy, and will influence, evangelize and govern customer experience strategy and principles throughout the organization. This role reports to the Director of Customer Experience Operations, and is a high impact, high visibility position within the Customer Success organization.

 

About this roll*:  

  • Partner with the Director of Customer Experience Operations to implement Toast’s customer experience vision, operations, and roadmap; collaborate across the entire Customer Experience organization to ensure customer insights and experience design are aligned with overall customer experience roadmap and priorities.
  • Create and track evolving portfolio of customer experience programs & initiatives to ensure alignment to strategic vision, direction, and standards for championing a world class customer experience, in alignment with the changing needs of Toast and Toast customers.
  • Define and disseminate the Customer Experience operating system, implementing frameworks & templates to facilitate shared understanding, alignment and collaboration for customer experience initiatives’ plans, progress, goals, and risks.
  • Establish & foster deep cross-functional relationships with strategic partners across Toast - including Sales, Onboarding, Customer Success, and R&D - to ensure accountability and a high degree of execution for all customer experience initiatives.

 

Do you have the right ingredients*?

  • 5+ years of experience in project/program management, experience managing an array of diverse project/program offerings spanning customer experience, marketing, consulting, strategy & operations 
  • Strategic thinker, with an analytical, data-driven approach to problem-solving.
  • Excellent written & verbal communications skills with a strong attention to detail.
  • Demonstrated change management and stakeholder management skills; ability to influence and manage both cross-functionally and upwards.
  • Extremely versatile, with experience in wide-ranging or cross-functional areas, an eagerness to dive into new challenges with limited experience, and a dedication to efficient productivity
  • Growth mindset: you seek out learning opportunities for yourself and can work well independently and cross-functionally with various teams
  • Strong EQ - ability to empathize with our customers, the industry, and fellow Toasters with a commitment to building a world-class, global customer experience together 
  • Proven experience in a fast-paced, diverse environment that can span program management, customer experience, marketing, consulting, strategy & operations roles

 

Special Sauce* (Nice to Haves)

  • Experience in the restaurant/hospitality industry or restaurant technology
  • Background in leading change management initiatives 
  • Certification in project/program management methodologies
  • Experience building or scaling customer experience operations at a high-growth SaaS company
  • Experience with process improvement methodologies like Six Sigma, Lean, or Design Thinking

 



Our Spread of Total Rewards

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.

*Bread puns encouraged but not required

#LI-HYBRID 

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), equity, and benefits.
Pay Range
$115,000$184,000 USD

 

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!

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.

Average salary estimate

$149500 / YEARLY (est.)
min
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$115000K
$184000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Principal Program Manager, Customer Experience Operations, Toast

At Toast, our mission revolves around creating raving fans through an outstanding customer experience, and that's where the Principal Program Manager, Customer Experience Operations comes in! Located in the vibrant city of Boston, MA, this role plays a vital part in shaping how we engage with our customers as we grow and expand into new segments and geographies. As the Principal Program Manager, your influence and expertise will guide the strategic planning and execution of innovative customer experiences that keep our clients coming back. You'll work hand-in-hand with the Director of Customer Experience Operations to implement our visionary roadmap that aligns all customer insights and experience designs. It’s crucial to create a comprehensive portfolio of customer experience programs to elevate our service standards and foster a collaborative ethos across departments. You’ll cultivate relationships across the organization—from Sales to R&D—to ensure we’re all on board with our customer experience goals. If you’re a strategic thinker who thrives in fast-paced environments, loves rolling up your sleeves to tackle challenges, and dreams of delivering the best customer experiences, you may just have the right ingredients to thrive in this fulfilling role at Toast!

Frequently Asked Questions (FAQs) for Principal Program Manager, Customer Experience Operations Role at Toast
What are the main responsibilities of the Principal Program Manager, Customer Experience Operations at Toast?

As the Principal Program Manager, Customer Experience Operations at Toast, your key responsibilities include implementing the company's customer experience vision, collaborating on strategic customer insights, creating a robust portfolio of customer experience initiatives, and fostering collaborative relationships across departments to ensure smooth execution of all projects.

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What qualifications are required for the Principal Program Manager, Customer Experience Operations role at Toast?

The ideal candidate for the Principal Program Manager, Customer Experience Operations at Toast requires 5+ years of project or program management experience, a strategic mindset with strong analytical skills, excellent written and verbal communication abilities, and demonstrated expertise in change and stakeholder management, among other qualifications.

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How can a Principal Program Manager influence customer loyalty at Toast?

A Principal Program Manager at Toast influences customer loyalty by driving innovative customer experience strategies and programs that align with the company’s objectives, enabling exceptional service that meets evolving customer needs while enhancing overall satisfaction.

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What types of experience are valuable for the Principal Program Manager role at Toast?

Valuable experience for the Principal Program Manager, Customer Experience Operations role at Toast includes background in project/program management, customer experience, the restaurant/hospitality industry, change management, and familiarity with methodologies like Six Sigma or Lean.

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What does the career growth look like for a Principal Program Manager at Toast?

At Toast, a Principal Program Manager, Customer Experience Operations can expect great career growth with opportunities to lead significant initiatives across the organization, influence strategic decisions, and contribute to molding customer experience standards within a rapidly growing company.

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Common Interview Questions for Principal Program Manager, Customer Experience Operations
Can you describe a successful project you managed related to customer experience?

When answering this question, highlight a specific project where you drove initiatives that improved customer satisfaction. Discuss the project steps, your strategic planning, collaboration with teams, and the measurable outcomes to illustrate your capability as a program manager.

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How do you approach stakeholder management in your projects?

Illustrate your approach by explaining how you identify key stakeholders, communicate effectively, and build relationships. Share a specific example where your engagement positively impacted a project's success.

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What methods do you use to evaluate the success of customer experience initiatives?

Discuss your reliance on key performance indicators (KPIs), customer feedback, and data analysis. Be ready to give examples of metrics you have used in past projects and how they informed future strategies.

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How do you ensure cross-functional collaboration when managing customer experience programs?

Emphasize the importance of clear communication, shared objectives, and regular check-ins among team members from different departments. Providing a specific example where this alignment was crucial will strengthen your response.

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Describe how you handle unexpected challenges during a project?

Illustrate your problem-solving skills by sharing a specific challenge you faced and the steps you took to overcome it. This might involve adapting your plans, reassessing priorities, or collaborating with teams for solutions.

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What techniques do you use to gather customer feedback?

Talk about various techniques such as surveys, feedback forms, interviews, and focus groups. Provide insights into how this feedback informed decisions and improved customer experience in previous roles.

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How do you prioritize projects within a customer experience framework?

Explain your prioritization process, which could involve assessing impact, urgency, and alignment with strategic goals. A real-life scenario demonstrating the effectiveness of this approach can make your answer even more compelling.

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What role does data analysis play in your project management approach?

Discuss your experience with using data to drive decisions, including data collection, analysis, and reporting methods. Providing an example of how data influenced a strategic pivot will highlight your analytical skills.

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How do you maintain a customer-centric mindset in cross-departmental projects?

Share your commitment to putting the customer first by ensuring all team members understand customer needs and how their contributions affect the overall experience. An example showcasing this can further demonstrate your approach.

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What qualities do you think are essential for a Principal Program Manager in Customer Experience?

Identifying critical qualities such as strong communication skills, analytical and strategic thinking, emotional intelligence, and adaptability will show your understanding of the role's demands. Supporting your points with examples can reinforce your assertions.

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DATE POSTED
January 11, 2025

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