Director of Customer Onboarding

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.

We are currently seeking an Onboarding Director to serve as a founding member of our Sydney office and ANZ Organisation.

The Onboarding Director reports to the Area Vice President of International Onboarding and leads customer onboarding and operations teams responsible for the successful activation of Toast’s POS platform. Your teams will be own the post-sale service delivery of customer implementation activities including project management (collecting deliverables, shipping hardware, and scheduling key milestone dates), remote cloud-based configuration tasks to activate the core POS platform as well as additional modules, and the successful facilitation of both onsite and remote appointments that support installation, training, and go-live support.

This leader will be working in close partnership with their peers in Onboarding and Go To Market leadership teams to drive market presence while optimizing our ratio of booked to live performance. In this role, the Onboarding Director will run the team as their own to have ownership and accountability for all productivity, efficiency, and quality targets, drive customer and employee satisfaction, and improve upon and maintain processes and standards that will allow for team growth and scale, especially taking regional nuance and differences into account. The candidate will lead a fast growing team of Onboarding Managers, Onboarding Consultants, Field Implementation Technicians, and other operational roles across multiple territories throughout Australia and future geographic expansion.

If you are passionate about customers, the hospitality industry, and are excited at the prospect of joining a small, growing team with lots of opportunities ahead and where you will have a direct impact on the future growth of our international business - read on!

This is a hybrid role located in Sydney. Candidates must live local to the Territory or be willing to relocate.

About this roll\* (Responsibilities)

• Establish and execute plans and strategies for ensuring the activation and revenue backlog is current and reflects the team performance required to meet OKR established financial and qualitative targets.
• Interview, hire, develop, and coach Onboarding Consultants, Onboarding Managers, and other roles as required
• Manage cross-functional relationships and customer expectations that contribute to a high level of customer service, activation, velocity, and continuously improve upon an exceptional customer onboarding experience across the entire customer journey.
• Develop and implement processes and innovate ways to work smarter and happier that drive employee engagement and achieve eNPS goals
• This candidate will be responsible for leading a multi-product Onboarding effort; working knowledge of a multi-product operational process is required.

Do you have the right ingredients\*? (Requirements)

• At least 5 years management experience in comparable industries (software, technology, hospitality, service delivery, customer success) with at least 2 years in a departmental leadership position
• Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements.
• Experience in the restaurant, hospitality, or POS industry preferred with P&L and margin analysis
• Track record of high performance and success delivering consistent results and building culture of growth and development for the organization
• A drive to develop people, process, and technology in a high-growth environment