About Toast
At Toast, we’re building the restaurant platform that helps restaurants adapt, take control, and thrive. The Care organization plays a pivotal role in providing customers with a best in class experience and we’re embarking on a transformation to drive operational rigor balanced with a customer-first mindset.
Role Overview
The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team. You will be the authority on the data that drives our support organization, responsible for turning support contacts into actionable insights that improve efficiency, reduce friction, and enhance the customer experience.
In this role, you will lead the evolution of the Care analytics function, establishing a culture of rigorous performance measurement and data governance. You will partner closely with Finance, Workforce Management, and Data Infrastructure to champion a KPI system to act as a source of truth for the organization. This will ensure that operational data is not only accurate but accessible and transparent to stakeholders at every level.
You will serve as the primary strategic guide to the Care leadership team, transforming complex datasets into clear, actionable recommendations. By defining critical KPIs and delivering deep-dive analyses on agent performance, contact drivers, and the support experience, you will empower leadership to make experiential, operational, and financial decisions with confidence.
About this roll (Responsibilities)*
- Proactive Strategy & Vision: Bring a forward-looking, innovative perspective to identify emerging trends and future opportunities that will shape the long-term Care roadmap, moving beyond current performance to drive new value for the business.
- Strategic Leadership & Influence: Partner with Care executives to build data-driven prioritization frameworks that inform the planning and sequencing of strategic initiatives. Lead high-level discussions with key stakeholders to align on insights, recommendations, and the definition of success.
- KPI Governance & Source of Truth: Own the definition, target setting, and governance of Care key metrics. Establish the "source of truth" for the organization, ensuring strict alignment with Finance, Workforce Management, Care Strategy and Operations teams.
- Actionable Insights & ROI: Move beyond reporting to proactive insight generation. Use a business-case mindset to calculate the ROI of proposed recommendations, understanding the key assumptions required for success. Determine the right blend of speed versus depth in analysis to match business challenges with the right data points.
- Team Development: Build, manage, and mentor a high-performing team of analysts. Foster a culture that blends technical data skills with strong business acumen and a customer-focused mindset.
- Cross-Functional Collaboration: Act as the bridge between Care and the broader Toast ecosystem. Work with Product and Engineering teams to understand how upstream changes impact Care data and support the sourcing of new data streams.
- Operational Rigor: Lead deep, technical analysis to identify opportunities for efficiency and guide the Care roadmap, specifically measuring the impact of pilots and new initiatives.
- 8-10+ years of experience in Analytics, Business Intelligence, or Data Science.
- 4+ years of leadership experience, specifically managing high-performing analytics teams.
- Strong technical literacy in SQL and data visualization tools (e.g., Snowflake, Hex, Looker, Tableau, Sigma).
- Proven experience presenting to executive leadership and translating complex data into business strategy.
- Must have experience working with customer data: Customer Support Operations, Customer Service, Customer Experience, CRM.
- Track record of solving ambiguous business problems and managing competing priorities.
- Bachelor’s Degree required; Master’s or MBA preferred.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast 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 enable 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 continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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