Director, Internal Enablement, Customer Success

Toast•Boston, MA

49d

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Director of Internal Enablement is a senior leader responsible for equipping Toast’s Support and Customer Success teams to deliver a high-quality, consistent, and efficient customer experience by accelerating the role readiness and role mastery of our Toasters. This leader owns the vision, operating model, and execution of enablement in critical areas: New Hire Enablement (focused on improving time-to-productivity) and Continuous Enablement/Everboarding (continuous development of tenured Toasters). This is a highly-visible role that will work closely with leaders across Toast to translate business goals into role-based competencies, product proficiency (and mastery where relevant) as well as process/tool adoption, while using enablement metrics to identify, measure and improve Toaster and Customer impact.

Requirements

Experience leading teams and setting the strategic vision with a strong focus on operational excellence.
Excels at scoping, roadmapping, and cross-functional execution of programs with clear milestones and owners to deliver projects on time and within scope.
Capable of working with a diverse set of stakeholders across departments and organizational levels.
Deep understanding of how frontline Support agents and Customer Success Managers operate day to day.
Extensive experience with learning strategy, design, and training facilitation best practices.
Able to establish credibility and trust with managers and frontline employees, using strong communication to explain the “why” behind enablement as a critical part of building a great customer experience.
Excited to work with a global team that spans time zones and cultures

Responsibilities

Own the enablement vision and operating model, defining the team’s charter, strategy and priorities.
Establish and run a transparent, data-driven intake and prioritization process for enablement requests and opportunities.
Diagnose root causes and route non-enablement issues (process, product, policy, tooling) to the correct owners.
Shorten time-to-productivity for new hires by establishing the right skills and behaviors, and enabling Toasters on critical tools and processes.
Advance role mastery for tenured Toasters through ongoing skill development and programmatic enablement strategies.
Refine the strategy for enabling agents on in-the-moment and reactive call volume drivers like outages and bugs.
Define and optimize enablement inputs - what we deliver, when we deliver it, and how Toasters engage - to improve Support outcomes (Customer Satisfaction Score and Time To Resolve) and Customer Success outcomes (Net Revenue Retention, Product Adoption and Churn)
Establish and continuously refine roadmaps built with stakeholders.
Implement project‑management norms with clear success metrics tied to quantified business outcomes.
Serve as a trusted partner to Customer Success leadership and cross‑functional teams to support Toast’s transformation into a global, multi‑product, enterprise‑grade business, ensuring Toasters can deliver great experiences during rapid change.