Senior Manager, Talent Operations
About The Position
Toast is seeking a Senior Manager of Talent Operations (North America) to build and deliver a frictionless employee experience across the employee lifecycle. The role leads frontline People Services support for employee inquiries, including benefits and leave administration, and other operational activities and program delivery. It is part of the operations leadership team and contributes to building a global shared services model. The Senior Manager will develop a customer-centric, continuously improving service function, using technology and scalable processes to elevate the employee experience. The role works closely with global centers of excellence and stakeholders across the People Team, Legal, Finance, and business teams. This is a Boston-based hybrid role and reports to the Director, Talent Operations.
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 and GDPR requirements and best practices.
- Familiarity with SOX and experience managing SOX-compliant programs and processes.
- Proficiency leveraging AI technologies, including platforms such as 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
- Experience with Greenhouse, Workday, and ServiceNow is valuable.
- Prior exposure to or a background supporting the EMEA market is highly desirable.
Responsibilities
- Lead People Services (Shared Services) delivery for the North America region.
- Coach, manage, and develop a team of people operations professionals, focused on high-quality service delivery across the employee lifecycle, including operations, benefits, and compensation.
- Define and monitor team metrics and service-level agreements (SLAs), providing insights for decision-making.
- Drive continuous improvements in 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 the 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 People team initiatives of varying size and complexity.
Benefits
- Competitive compensation and benefits programs.
- Total rewards package includes cash compensation (overtime and bonus/commissions if eligible), equity, and benefits.
- Benefits intended to support a healthy lifestyle and flexibility for changing needs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
