Director, Care Analytics

Toast • Boston, MA

30d

About The Position

At Toast, we’re building the restaurant platform that helps restaurants adapt, take control, and thrive. The Care organization plays a pivotal role in providing customers with a best in class experience and we’re embarking on a transformation to drive operational rigor balanced with a customer-first mindset. Role Overview The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team. You will be the authority on the data that drives our support organization, responsible for turning support contacts into actionable insights that improve efficiency, reduce friction, and enhance the customer experience. In this role, you will lead the evolution of the Care analytics function, establishing a culture of rigorous performance measurement and data governance. You will partner closely with Finance, Workforce Management, and Data Infrastructure to champion a KPI system to act as a source of truth for the organization. This will ensure that operational data is not only accurate but accessible and transparent to stakeholders at every level. You will serve as the primary strategic guide to the Care leadership team, transforming complex datasets into clear, actionable recommendations. By defining critical KPIs and delivering deep-dive analyses on agent performance, contact drivers, and the support experience, you will empower leadership to make experiential, operational, and financial decisions with confidence.

Requirements

• 8-10+ years of experience in Analytics, Business Intelligence, or Data Science.
• 4+ years of leadership experience, specifically managing high-performing analytics teams.
• Strong technical literacy in SQL and data visualization tools (e.g., Snowflake, Hex, Looker, Tableau, Sigma).
• Proven experience presenting to executive leadership and translating complex data into business strategy.
• Must have experience working with customer data: Customer Support Operations, Customer Service, Customer Experience, CRM.
• Track record of solving ambiguous business problems and managing competing priorities.
• Bachelor’s Degree required

Nice To Haves

• Master’s or MBA preferred.

Responsibilities

• Proactive Strategy & Vision: Bring a forward-looking, innovative perspective to identify emerging trends and future opportunities that will shape the long-term Care roadmap, moving beyond current performance to drive new value for the business.
• Strategic Leadership & Influence: Partner with Care executives to build data-driven prioritization frameworks that inform the planning and sequencing of strategic initiatives. Lead high-level discussions with key stakeholders to align on insights, recommendations, and the definition of success.
• KPI Governance & Source of Truth: Own the definition, target setting, and governance of Care key metrics. Establish the "source of truth" for the organization, ensuring strict alignment with Finance, Workforce Management, Care Strategy and Operations teams.
• Actionable Insights & ROI: Move beyond reporting to proactive insight generation. Use a business-case mindset to calculate the ROI of proposed recommendations, understanding the key assumptions required for success. Determine the right blend of speed versus depth in analysis to match business challenges with the right data points.
• Team Development: Build, manage, and mentor a high-performing team of analysts. Foster a culture that blends technical data skills with strong business acumen and a customer-focused mindset.
• Cross-Functional Collaboration: Act as the bridge between Care and the broader Toast ecosystem. Work with Product and Engineering teams to understand how upstream changes impact Care data and support the sourcing of new data streams.
• Operational Rigor: Lead deep, technical analysis to identify opportunities for efficiency and guide the Care roadmap, specifically measuring the impact of pilots and new initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees