Manager, Creative Services

Toast

2d • $90,000 - $184,000 • Hybrid

About The Position

Toast is looking for a Manager to lead its Creative Services team. This team helps restaurants tell their stories by building websites, launching custom-branded apps, and producing content. The Manager will be responsible for day-to-day service execution, consistent quality, and outcomes for restaurants, including capacity planning, SLAs, coaching, and operational excellence. This role requires a people leader with a marketing background who can build repeatable delivery systems, improve craft, and collaborate cross-functionally to scale. The ideal candidate is a systems-minded operator who can translate strategy into clear playbooks and measurable results, remove friction for specialists and customers, strengthen the service model, and collaborate with various departments like Product, Sales, Customer Success, Legal, and Finance.

Requirements

• 6+ years in website or custom branded app building services, including 2+ years managing people in a delivery or account-management context (e.g., agency team lead, or managed services lead).
• Process-oriented leader with a track record of building playbooks, SLAs, and QA mechanisms that scale; comfortable with capacity planning and workload management.
• Analytical, data-driven decision maker—comfortable using KPIs/dashboards to guide the team with defining KPIs, building dashboards, and translating performance into clear next actions for the team.
• Exceptional communicator and relationship-builder across functions: immediate team + adjacent functions (CS, Sales).
• Comfort working in evolving environments; bias for systems thinking and continuous improvement.

Nice To Haves

• Restaurant, SMB, or martech experience
• Agency background spanning multiple channels

Responsibilities

• Lead and develop a high-performing Specialist team: hire/onboard, set goals, run weekly 1:1s, conduct QA reviews of campaign calendars and copy, and create career development paths; establish coaching rhythms and calibration across the team.
• Own service delivery excellence: manage book-of-business assignments and capacity, track service progress and deadlines, and maintain response and delivery SLAs.
• Handle escalations and quality: serve as the first line for customer escalations; implement QA checklists and review cycles to ensure compliance with Toast Creative Services Guidelines and legal/brand standards.
• Partner cross-functionally to unlock scale: collaborate with Product and the Product Strategy team to pilot features and chart the path to scale.
• Document learnings and case studies: sharing wins within the pod/team.

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits that provide the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed