Senior Product Manager - Knowledge Services
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.
Our customers and our team of Toasters depend on knowledge and education to be successful. Easy creation, delivery and consumption is essential to our shared success.
Toast is looking for an analytical, technical, and motivated team player to bring our company’s top strategic and operational objectives to life. You will transform and align business processes using technology and systems, acting as the interface between our various functional teams and our business systems teams. You will work closely with cross-functional stakeholders to understand and surface their challenges, help identify potential solutions, translate business requirements into functional requirements, and work with the technical team to deliver the solutions. In this role you will drive the optimization of processes and solutions across all of our knowledge properties. You will be an expert on how data flows in our system from multiple sources, and be able to articulate solutions that achieve key business outcomes. You will play a critical role in helping build scalable processes that can power and support our exponential growth as the leading player in restaurant technology.
About this roll* (Responsibilities)
- Support the design and implementation of business processes improvements across all of our knowledge properties (Knowledge Base, LMS, Communities and others…), while working with cross-functional teams (CS, Education, Customer Experience, Customer Care, Data, etc).
- Drive future-state product recommendations through current-state use cases and process flows
- Work closely with the senior leaders (VP+) & teams supporting our knowledge platforms (Salesforce, Certiverse, Workramp, Coveo, Intercom, Khoros) to understand future capabilities, areas for improvement, and ownership of the product from a functional point of view
- Lead a scrum team to deliver on time, feature-rich, high-quality, successful releases - you will own the technical roadmap and provide point-of-view on prioritization and criticality based on interviews and business understanding
- Develop, measure and analyze metrics to inform and drive our KPIs
- Have a strategic mind for the areas of potential risk -- deftly coming up with forward-looking ideas on how to prevent issues from arising
- Understand various options to solving problems and strategize appropriately to prioritize based on complexity and business benefit
- Partner with the business to drive monthly product and program updates, as well as quarterly business reviews - anchored in customer outcomes and business impact
Do you have the right ingredients*? (Requirements)
- 7+ years of Product Management experience, focusing on Customer Success & knowledge platforms
- Demonstrated experience applying knowledge management best practices, designing optimal customer journeys and delivering employee enablement.
- 3+ years of experience with knowledge system technologies in a multi-tool ecosystem (AI exposure/ experience preferred)
- Demonstrated experience of solving complex problems using a data-driven approach
- Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions, and team results
- Excellent communication skills and ability to translate business and technical languages to senior executives and front line teams
- Architecture mindset with desire to understand how things are connected
- Critical thinking capabilities to see beyond the initial problem presented
- College degree or equivalent, Computer Science or Product Management Concentration a plus
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-REMOTE
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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