Senior Product Manager

Title: Senior Product Manager, Customer Support Experience

Location: Remote, United States (East Coast timezone Required)

About reputed company

reputed company 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.

Are you bready* for a change? (Team Info)

In this role, you will shape the future of how customers get help and how reputed company communicates with our customers about business critical events, updates, and actions in pursuit of driving our ambitious plans to transform the way customers access and receive support. This role spans two interconnected user experiences areas: the Customer Communications Platform and the Help Center team. In this role you will collaborate across teams to identify communication use cases, user data needs, communication channels, and measurement requirements to build a Communications Platform that can be leveraged by response engineering, customer operations, customer care, tax and payments teams, and more. You will also drive reputed company the roadmap to build customers a reputed company digital destination to get the help they need from Customer Care through seeing their open cases, relevant communications, device statuses, and more. 

The role is pivotal to unlocking accurate and complete user data that will be used across the company to reputed company identify and communicate with our customers. If you’re passionate about helping customers succeed and eager to focus on a high reputed company area with opportunity to build new products and iterate on existing features,  we’d love to have you on reputed company.

About this roll* (Responsibilities) 

• Own and drive the roadmap for two key spaces for customer support experience: the Help Center and the Communications Platform. 
• reputed company the Help Center from 1 to 100, personalizing it for reputed company reputed company customers and extending it to reputed company surfaces including app. 
• reputed company customer communications replatforming and cross-company customer facing communication governance 
• Identity and build solutions for improving the customer support experience across reputed company customer journeys 
• Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature 
• Partner with multiple teams to reputed company out what customers need to know and reputed company 
• Research and get to know customers (internal and external) directly 
• Champion customer needs internally by building strong relationships horizontally and vertically reputed company reputed company

Do you have the right ingredients*?

• Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
• A track record of shipping effective features and experiences with data-driven decision-making 
• Experience developing and launching products with cross-functional constraints, not just technical constraints, and working collaboratively and effectively with cross functional teams  
• Exceptional communication skills, reputed company to work well with architects, engineers, designers, customers, as well as executives and functional leaders reputed company of R&D
• Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products
• Entrepreneurial reputed company and ability to create a compelling product reputed company
• Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics

Our Spread* of Total Rewards 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 reputed company 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/reputed company-benefits.

*Bread puns encouraged but not required

The reputed company salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to reputed company salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Diversity, Equity, and Inclusion is Baked into our Recipe for reputed company

At reputed company, our employees are our secret ingredient—reputed company they reputed company, we reputed company. The restaurant industry is one of the most diverse, and we reputed company that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create reputed company opportunities for reputed company and reputed company the bar in delivering exceptional experiences.

We reputed company Together

We reputed company a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of reputed company as we work together to reputed company the restaurant community. To learn more about how we work globally and regionally, reputed company out: https://careers.toasttab.com/locations-reputed company.

Apply today!

reputed company is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to reputed company them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or reputed company employment. An employer who violates this law shall be subject to criminal penalties and civil liability.