Are you ready to dive into a role where your curiosity drives tangible improvements and your hands-on approach directly impacts customer success?
Our Onboarding Quality Management team, part of the larger COSO (Customer Onboarding Strategy and Operations) organization, is on a mission to ensure every customer experiences a consistently high-quality onboarding journey. We're all about elevating the customer experience, from understanding why things happen to rolling up our sleeves and building solutions.
As an Associate, Growth Operations, you'll play a crucial role in shaping the quality of our customer onboarding. This isn't just about identifying issues; it's about getting to the root cause, designing improvements, and seeing your solutions through. You'll thrive in an environment where no two days are exactly alike, and your investigative skills will be key to uncovering insights that enhance our customers' go-live experience. If you're a self-starter who's eager to learn, curious by nature, and ready to jump in and pilot new ideas, this is the perfect opportunity to make a significant impact.
About this roll*:
- Conduct Root Cause Analysis (RCA): Investigate and identify the underlying causes of onboarding challenges and customer pain points.
- Support Customer Experience Initiatives: Contribute to improving CES/NPS scores by analyzing feedback and supporting pilot programs for new solutions.
- Develop & Maintain Process Documentation: Help create and update standard operating procedures (SOPs) and onboarding process guides to ensure consistency and clarity.
- Analyze Onboarding Data: Assist in collecting and analyzing data related to onboarding performance, identifying trends and areas for improvement.
- Pilot & Implement Solutions: Roll up your sleeves to help test and implement new processes or tools identified through RCA, working closely with various teams.
- Collaborate Cross-Functionally: Work with teams like Sales, Operations, and Product to understand challenges and contribute to solutions that improve the onboarding experience.
- Monitor Performance & Report Insights: Track key onboarding metrics and assist in preparing reports to communicate findings and recommendations to stakeholders.
- Entry-level to 2 years of experience in an analytical, operations, or customer-facing role, or a related field.
- A strong, natural curiosity and a drive to understand "why" things happen.
- Customer-centric mindset.
- Comfortable working in ambiguous environments and adapting to evolving priorities.
- Problem-solving mindset with a willingness to experiment and iterate on solutions.
- Foundational project management skills or the ability to manage tasks and contribute to project timelines.
- Excellent communication skills (written and verbal) to articulate findings and collaborate with diverse teams.
- Proficiency with data tools like Google Sheets or Microsoft Excel.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced setting.
- Eagerness to learn and grow in a dynamic operations environment.
- PMP certification or other project management certifications.
- Lean Six Sigma Certification (Green Belt or Black Belt).
- Proficiency in visualization tools like Tableau or Sigma.
- Understanding of hospitality operations
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 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.
*Bread puns encouraged but not required
The estimated Total Targeted Cash compensation range for this role is listed below. Total Targeted Cash for this role consists of a base salary, commission, benefits, and equity (if eligible). This role qualifies for uncapped commissions. The starting salary will be determined based on skills, experience, and geographic location.
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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