Manager II, Care Account Operations

Toast • Omaha, NE

28d • Hybrid

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. The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team.

Requirements

• 5+ years in customer support
• 2+ years experience in leading & managing teams
• Excellent communication and conflict resolution skills, particularly in handling escalated customer and internal stakeholder issues.
• Proven track record of driving operational improvement projects (e.g., SOP creation, quality scoring, efficiency programs).
• Demonstrated ability to use data (SLA, AHT, Adherence, etc) to manage performance and identify coaching opportunities.

Nice To Haves

• Restaurant, SaaS or FinTech experience is a plus.

Responsibilities

• Manage and develop a team of 10–12 operations advisors, focusing on individual career development, coaching, and skill enhancement.
• Own team performance against core metrics like Service Level Agreement (SLA), productivity, and schedule adherence.
• Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team.
• Lead or significantly contribute to high-impact team projects aimed at improving efficiency, enhancing quality, and streamlining operations.
• Drive quality assurance (QA) and training projects, ensuring process documentation (SOPs) and training materials are up-to-date and effective.
• Serve as a primary point of contact for internal partners (e.g., Product, Finance, Marketing) on initiatives requiring operational support or procedural change.
• Act as the final point of internal escalation for complex, high-priority customer issues that require managerial intervention or exception handling.
• Translate complex operational data (e.g., SLA, TTR, AHT trends) into clear, actionable narratives to drive strategic decision-making and influence roadmaps across cross-functional teams.

Benefits

• We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry.
• Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs.
• Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
• In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees