Field Implementation Manager

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.

We are seeking candidates who live in Vancouver or Toronto (must be able to work hybrid to the Toronto office if located there).

Bready* to make a change?

The Field Implementation Manager is responsible for leading all aspects of their team, working in close partnership with Restaurant Success & Sales leadership. In this role, the Field Implementation Manager will run their team of Field Implementation Technicians supporting our customers in the field and manage the regional performance in partnership with the Onboarding Manager as their own business, responsible for revenue, customer satisfaction, metrics analysis, performance management, as well as P&L and margin goals. This includes significant cross functional relationships with Customer Care, Product, Logistics, Guest, Strategic Operations, and many other teams outside of Onboarding.

A day in the life (Responsibilities) 

• Establish plans and strategies for making sure all restaurant implementations are completed to a standard that meets quality, efficiency, and productivity goals; go-lives, margin targets, and customer satisfaction.
• Interview, hire, develop, coach and support your implementation and onboarding teams including 1:1’s and running weekly meetings; Step in and assist your team with escalations
• Manage cross-functional relationships and customer expectations that contribute to a high level of customer service and revenue velocity
• Partner closely with the Sales Team, Restaurant Success & International Product Managers to ensure a seamless Customer Journey from pre-sale through the roll-out of Toast across multi-unit operations.
• Manage a team of 3-6 team members based in the field and be responsible for customers across all of Canada. This may include travel for conferences and in-person meetings with customers as well as a significant amount of time spent in the field in market.

What you'll need to thrive (Requirements)

• 5+ years Services or Technical Networking experience in comparable industries
• 3+ years in a people management position, or comparable experience as a senior member of a team / team leader
• Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements
• Experience in restaurant and POS industry preferred with P&L and margin analysis experience

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.