Principal Enablement Program Manager, Customer Care

Toast

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. 


Bready* to make a change?

In this role you'll manage a strategic onboarding program aimed to welcome new hires to our Customer Care team. You will enhance their onboarding journey, and ultimately improve customer satisfaction, escalation rates, and QA scores. You'll have a solid understanding of program management with a knack for tailoring onboarding experiences for various roles across the care org. You'll work closely with Customer Care leadership, hiring managers, and cross-functional stakeholders to build high-impact experiences that drive productivity and readiness.

You'll assess the current program in place to prioritize areas for optimization. You'll have an opportunity to craft a robust onboarding experience from the ground up that includes communications, challenges, mentorship, workshops, and on-demand experiences. You will facilitate instructor-led training sessions as needed.

 

About this roll* (Responsibilities) 

  • Align with Care leadership to understand business priorities to develop a strategic new hire enablement program for Care agents through the first 90 days in the role.
  • Own all aspects of the new hire enablement program including all onboarding activities and programming, coordinating with our Learning Design + Delivery team to manage the creation and delivery of Care Enablement training needs, and measuring results 
  • Own new hire nesting, shadowing Care Agents to identify performance gaps, provide coaching and optimize/inform training plan
  • Partner with cross-functional teams to ensure the onboarding program reflects the latest updates and must-know information to enhance on the job success
  • Introduce new enablement programs to drive innovative and community learning experience such as networking, mentoring, and other informal knowledge sharing opportunities
  • Evaluate program effectiveness via indicators  and performance analysis and determine how to continuously improve ramp time and new hire experiences

 

Do you have the right ingredients*? (Requirements)

  • 3+ years of experience in Customer Success or sales enablement, training or related function
  • Solid program management experience; attention to detail and excellent organization skills (not afraid to build a program from the ground up)
  • Confident working in a fast-paced, ever-changing environment
  • Passionate about helping others learn and grow
  • Comfortable uncovering learning needs and opportunities from ambiguity 
  • Excellent user-centered writing and communication skills
  • Comfortable leading workshops and creating a welcoming environment for new hires
  • Ability to create diverse  partnerships with sales leadership, product, and marketing partners
  • Excellent presentation skills, experience presenting to both large and small groups
  • Generally curious and embraces an open mindset (always looking for ways to improve skills and learn new things)
  • Experience building on-demand learning experiences a plus





*Bread puns encouraged but not required



As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

Job ID: 9051

Posted 11 days ago

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