Associate Product Manager, Support AI

Toast

About The Position

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. Are you bready for a change? The Care Experience team is transforming how Toast supports its customers—across chat, voice, and agent-assisted channels—by building intelligent tools that improve resolution time, answer quality, and customer experience . As a Junior Product Manager, you will help scale our rapidly evolving AI-driven support experiences, while partnering closely with engineering, operations, content, and vendor teams. This role is ideal for an early-career product manager who is highly analytical, organized, detail-oriented, and excited about using AI to meaningfully improve customer support.

Requirements

1–2+ years of experience in product management, product operations, business operations, or a similar analytical role, including seeing a project or product through execution and post-launch evaluation.
Strong analytical skills and fluency with Google Sheets and BI tools (Hex, Sigma, etc).
Fluency using AI tools to generate insights and accelerate analysis.
Highly organized and able to prioritize effectively across multiple workstreams.
Excellent written and verbal communication skills, comfortable collaborating with technical and non-technical partners.
Ability to zoom out to the big picture while maintaining exceptional attention to detail.
Professionalism and reliability when engaging with vendors.

Nice To Haves

Familiarity with contact center or Customer Support operations and metrics.
Experience with customer support tooling, chatbots, voice AI, or workflow automation.
Background working with content teams, UX writing, or structured knowledge bases.
Experience with rapid experimentation or iterative QA processes.
Exposure to user research or transcript-based analysis.

Responsibilities

Write clear, concise product specs that support the chat and voice AI roadmaps, including new troubleshooting journeys and enhancements to existing flows.
Use AI and analytics tools (e.g., Gemini, ChatGPT, Hex/Sigma) to identify new opportunities, analyze performance, and evaluate quality of AI-driven support journeys.
Conduct regular transcript analysis to identify missing content, procedural gaps, routing issues, and opportunities for new tool calls.
Support rollouts by partnering with product, engineering, QA, and operations to test new journeys, validate quality, and monitor early performance.
Partner closely with Operations SMEs to validate problem areas and run iterative testing cycles for new journeys and improvements.
Collaborate with content teams to manage expectations and ensure timely delivery of new or updated articles or procedures.
Collaborate with operations and enablement teams to enable smooth product releases and learnings.
Contribute to vendor management, including providing product feedback and shaping roadmap priorities.
Help report on roadmap performance, including KPIs related to answer quality, resolution rate, and customer experience across AI surfaces.

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