Toast 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.
As a Senior Analyst on the customer onboarding strategy and operations (COSO) team, you will play a critical role in shaping the analytics and reporting strategy for our Onboarding Team’s delivery for New Customers joining the Toast platform. This team is responsible for driving alignment, establishing a single source of truth, and delivering insights that enhance the experience of customers and efficiency of our internal stakeholders.
About this roll* (Responsibilities)
Build complex vendor capacity forecasting models. Deliver WBR (Weekly Business Review) and month-end performance reports, including mandatory operational/financial reconciliation with the Finance team.
Develop Level of Effort (LOE) models and Field Utilization analyses to accurately assess resource needs, optimize headcount, and manage external vendor resource capacity.
Lead resource allocation for territory management and drive efficiency and performance within the vendor partner network.
Model and analyze customer support data (chat/tickets) during the onboarding phase to identify and address systemic pain points.
Act as the Source of Truth leader, ensuring data consistency and accuracy across all reports. Create and maintain comprehensive documentation for key metrics and data models.
Conduct deep-dive investigations into trends related to onboarding duration (time to go-live) and customer quality to inform strategic improvements.
Optimize reporting cadence by developing and maintaining complex Sigma dashboards and tools to enhance visibility for leadership and stakeholders.
Identify strategic opportunities to leverage data in support of AI-driven process augmentation initiatives.
Partner with Sales, Operations, Finance, and Product teams to translate data into actionable, outcome-driven recommendations.
Collaborate with Systems Analysts to define requirements for future Project Management infrastructure, ensuring accurate measurement of the Onboarding motion.
Do you have the right ingredients*? (Requirements)
4+ years of analytical experience, preferably focused on customer or field operations.
Expert SQL proficiency and extensive experience with data visualization tools (Sigma preferred, Hex, or Tableau).
Demonstrated experience building complex forecasting models for capacity planning, territory management, and field utilization.
Experience supporting a 3rd party vendor or partner network and managing performance analysis/optimization.
Proven ability to work with Finance teams on month-end closing and data reconciliation processes.
Experience analyzing large datasets and synthesizing executive-level insights.
End-to-end project management skills.
Special Sauce* (Nice to Haves)
Strong business acumen to align analytical projects with core organizational priorities.
Excellent data storytelling and visualization skills to influence decision-making at all levels.
Skill in balancing the speed vs. depth of insight delivery.
Proven success in process improvement and efficiency (Lean Six Sigma experience is a plus).
Exceptional organizational, time management, and communication skills.
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
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 beyond 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/toast-benefits.
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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