Senior Engineering Manager, Commerce

Job description

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.

As a Senior Manager for Support Center & Communications (SCC) and Pricing Experience, you will lead the strategy and execution behind Toast’s self-service support ecosystem and account management experiences, shaping how customers understand, manage, and resolve issues across their relationship with Toast. You will guide the evolution of our Support Center, communications platform, and billing and pricing experiences while partnering closely with product, design, engineering, support, and finance teams to deliver seamless, scalable solutions.

Working across the customer lifecycle—from awareness and understanding to action and resolution—you will empower customers to self-serve with confidence while using AI and automation to better understand customer context and surface relevant insights across support, billing, and account experiences. You will ensure clarity, consistency, and trust in how Toast communicates and charges for its products. Your leadership will drive improvements in customer experience, operational efficiency, and revenue integrity across some of Toast’s most critical customer-facing systems.

A day in the life (Responsibilities)

• Lead the technical vision and execution for Toast’s Support Center, communications platform, and pricing and billing experiences, driving measurable improvements in customer self-service and operational efficiency.
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