Senior Manager, Talent Operations

Toast • Boston, MA

4d • Hybrid

About The Position

Toast is hiring a Senior Manager of Talent Operations (North America) to help build and deliver a frictionless employee experience across the employee lifecycle. The role is part of the People and Places operations leadership team and contributes to building a global shared services model. It is accountable for the team providing frontline support for employee inquiries, including benefits and leave administration, and for other operational activities and program delivery. The position reports to the Director, Talent Operations and works closely with global centers of excellence. It is Boston-based and hybrid.

Requirements

• Typically requires 12+ years of related experience with a bachelor's degree; or 8+ years with a master's degree; or a PhD with 5+ years of experience; or equivalent experience.
• 7+ years of experience managing People Operations or shared service functions.
• 5+ years of people management and leadership experience in a global organization.
• Experience operating in a matrixed structure.
• Expertise in global HR transformation, strategy, and the design and transition of People Operations to create organizational value.
• Ability to manage compliance with labor regulations, GDPR requirements, and related best practices.
• Familiarity with SOX and experience managing SOX-compliant programs and processes.
• Proficiency leveraging AI technologies, including platforms like Claude, to optimize operational workflows, accelerate service delivery, and improve employee experience.
• Understanding of HR technology, HR reporting, workflow, and auditing requirements.
• Excellent analytical, problem-solving, and decision-making skills, with strong attention to detail.

Nice To Haves

• Prior exposure to or a background supporting the EMEA market is highly desirable.
• Experience with Greenhouse, Workday, and ServiceNow is valuable.

Responsibilities

• Lead People Services (Shared Services) delivery for the North America region.
• Coach, manage, and develop a team of people operations professionals, focusing on high-quality service delivery across the employee lifecycle, including operations, benefits, and compensation.
• Define and monitor team metrics and SLAs, providing insights for decision-making.
• Drive continuous improvement through automation, standardization, and scalability to improve employee experiences, increase efficiency, and ensure compliance with local laws and customs.
• Build stakeholder relationships across the People Team, Legal, Finance, and business teams to influence change and adoption of an evolving service delivery model.
• Serve as the local subject matter expert and influence Global COEs on locally relevant, compliant program design aligned with global principles.
• Partner globally across the People & Places team to prioritize and deliver integrated initiatives of varying scope and complexity.

Benefits

• Competitive compensation and benefits programs.
• Total rewards package includes base salary, potential overtime and bonus/commissions if eligible, equity, and benefits.
• Benefits intended to support a healthy lifestyle and flexibility to meet changing needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior