Senior Manager, Care Escalations

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 The Senior Manager of Escalations, reporting to the Director of Escalations, will lead the Toast's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors. This role delivers the operating frameworks, resolution and quality outcomes and executive-facing accountability for how Toast handles its most complex and highest-visibility customer issues, and partners across Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fix. What you'll do (Responsibilities) • Own the operating model and outcomes of the Toast's Escalations function, partnering across Customer Care, Customer Success and the organization to reduce time-to-resolution and prevent recurring issues • Accountable for the KPIs for this team with emphasis on driving quality resolution, through technical troubleshooting and direct partnership with Toast Teams. Responsible for the weekly and monthly business review insights • Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's Toast competencies. Be the culture and change champion of the team • Oversee and act as the final decision maker on Toast’s most complex and high visibility customer situations, including those raised to Senior Leadership or top-tier customers. This leader will set the escalation thresholds and judgment standards the team applies, and will represent Toast directly to both executive and customer leadership • Define and evolve the team’s servicing frameworks that scale with Toast's growing global customer base • Lead the front of the Continuous improvement funnel through RCA intake processing using team escalation insights • Identify, pilot, and scale AI-powered tools within the Escalations organization — e.g., AI-assisted triage, case summarization, and root-cause/pattern detection What you'll need to thrive (Requirements) • 7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi-team organization • Track record building or scaling escalations, or executive-response functions in a high-growth SaaS or technology environment • Experience communicating directly with, and influencing, senior/executive leadership on complex customer situations • Analytical rigor: experience setting and reporting against SLAs, service metrics, and building root-cause frameworks • Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing environment • Cross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal to resolve our most complex technical customer issues • Proven success leveraging AI to automate repetitive tasks for frontline personnel, shifting operational focus toward high-impact customer resolutions while providing metrics-based proof of improved productivity and service results What will help you stand out (Non-essential Skills/Nice to Haves) • Experience in the restaurant, hospitality, or vertical SaaS/fintech industry serving SMBs • Experience with incident- or case-management tooling (e.g., Jira, Salesforce, Firehydrant) • Experience managing other people managers within a 24/7 or multi-site support organization AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provi