At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience, and we believe that how we work is a key factor in delivering on that mission. As we continue to scale, driving consistency and efficiency across our customer-facing teams has never been more critical.
As the Principal, Standard Work, you’ll operationalize how we solve customer problems — ensuring every agent, every customer, and every AI-assisted interaction uses the “best known way” to resolve issues quickly and consistently. You’ll partner across Knowledge Management, Learning, Product, and AI teams to turn frontline expertise and customer insights into standardized workflows, knowledge content, and self-service tools that improve resolution times, agent confidence, and customer satisfaction.
This high-impact role reports to the Director of Standard Work and will play a critical part in scaling our Customer Success organization’s ability to deliver fast, consistent, and high-quality outcomes for customers.
About this roll*- Ability to use data and insights to prioritize opportunities with the greatest customer and business impact
- Execute the design, documentation, and deployment of standardized troubleshooting workflows and service playbooks across Care and Customer Success.
- Translate top-performer expertise and insights from customer interactions into scalable, repeatable processes that improve speed, accuracy, and customer experience.
- Partner with Knowledge Management, Learning, and Product/AI teams to embed standard work into knowledge articles, in-product guides, training, and AI-powered assist tools.
- Monitor adoption and impact of standard work initiatives through metrics like first contact resolution, agent adherence, and CSAT/NPS improvement.
- Partner with Root Cause and Process Engineering teams to feed insights from standard work into system-level process improvements.
- Lead change management and communication to ensure new standards are embraced and sustained by frontline teams.
- Contribute to the roadmap for continuous improvement by identifying high-impact areas where standardization drives measurable business outcomes.
- 6–8 years in operations, customer success, support, or process improvement roles, with hands-on experience improving how teams execute work.
- Strong process and systems fluency, with experience designing, documenting, and optimizing workflows and translating them into scalable playbooks and training for cross-functional teams. Lean, Six Sigma, or equivalent experience preferred.
- Data-driven decision maker with the ability to measure and communicate ROI of standardization (e.g., faster resolution, higher deflection, improved CSAT).
- Proven ability to lead through influence, building trust and alignment across diverse stakeholders to drive process improvements and shared outcomes.
- Excellent communicator who can simplify complex process work into clear, actionable guidance for diverse audiences.
- Growth mindset and passion for continuous improvement, with a bias toward practical, high-impact execution.
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.
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).
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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