Director of Onboarding Quality & Readiness

Toast

6d•Remote

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. About this Roll (Responsibilities) The Director of Onboarding Quality & Readiness owns measurable early-life customer outcomes. This role is accountable for improving First Time Right (FTR) and other defined early-life quality KPIs by driving an already first class early life customer experience to new heights. This leader will carry the pen for defining the holistic, cross-functional OB strategy. This leader partners across Onboarding, Product, Care, and Sales to define readiness standards, build validation into workflows, and eliminate systemic drivers of customer friction.

Requirements

8+ years leading quality, operations, or product-readiness functions in SaaS or technology environments
Familiarity with stacking mechanisms (WBR, QBRs, etc) that define operational rhythms
Proven experience improving measurable customer outcome metrics (e.g., defect reduction, early ticket reduction, customer success KPIs)
Strong analytical capability; ability to link operational inputs to customer outcomes
Experience influencing product roadmap through quantified business impact
Demonstrated success leading cross-functional performance improvement initiatives

Responsibilities

Own Early-Life Quality Outcomes
Accountable for improving First Time Right (FTR) and defined early-life KPIs
Drive measurable reduction in preventable F7 and F30 ticket volume per live location
Quantify onboarding’s contribution to company support volume and customer experience
Define and Enforce Go-Live Readiness
Establish clear readiness standards across hardware, menu, payments, and integrations
Implement validation gates to prevent false-positive install completion
Partner with Product to embed system-based readiness checks into onboarding workflows
Root Cause & Driver Elimination
Identify top drivers of early-life failure and support contacts
Lead cross-functional initiatives to eliminate systemic defects
Distinguish expected early learning from preventable onboarding gaps
Cross-Functional Strategy & Influence
Partner with Product to connect onboarding inputs to measurable quality outcomes
Translate early-life failure drivers into roadmap prioritization
Align with Care and Operations to ensure closed-loop defect correction
Governance & Reporting
Own onboarding quality reporting and executive updates
Establish causal measurement linking onboarding improvements to FTR, early ticket reduction, and customer experience outcomes
Continuous Improvement
Shift focus from reactive issue management to prevention at scale
Improve performance across attach types (onsite, remote, self-install) through measurable readiness improvements
Standardize feedback loops from early-life contacts into onboarding design