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 a Senior Enterprise Process Engineer to drive the design and evolution of critical processes across the Enterprise line of business. As our Enterprise business continues to grow, scaling how work flows across teams, systems, and lifecycle stages is essential to delivering a consistent and high-quality customer experience.
This role will focus on analyzing, designing, and improving the operational processes that support the Enterprise customer lifecycle — from acquisition through onboarding, success, support, and renewal. Working closely with stakeholders across Sales, Marketing, Solutions, Onboarding, Customer Success, Care, Billing, Product, and Systems teams, you will identify operational friction, redesign workflows, and ensure scalable processes are implemented effectively.
The ideal candidate brings strong systems thinking, deep process improvement experience, and the ability to drive cross-functional change in a complex, fast-moving environment.
A day in the life (Responsibilities)
Enterprise Process Engineering:
- Map, analyze, and redesign critical operational processes across the Enterprise customer lifecycle to improve scalability, efficiency, and customer outcomes.
- Identify opportunities to streamline handoffs, eliminate manual work, and reduce operational friction across teams and systems.
Cross-Functional Process Improvement Initiatives:
- Partner with leaders across Sales, Solutions, Customer Success, Care, Billing, Product, and Systems teams to drive process redesign efforts that improve how work flows across the Enterprise operating model.
- Lead structured process improvement initiatives from problem identification through implementation.
Systems & Process Alignment:
- Collaborate with internal systems teams to ensure operational processes are properly reflected in supporting tools and platforms, including CRM and lifecycle management systems.
- Translate operational requirements into clear system needs and partner with technical teams during implementation.
Operational Analysis & Root Cause Identification
- Analyze operational performance and identify root causes of inefficiencies, breakdowns, or customer friction.
- Use structured methodologies such as process mapping, workflow analysis, and root cause analysis to develop solutions.
Implementation & Adoption:
- Ensure redesigned processes are effectively implemented and adopted across teams by partnering with stakeholders on rollout plans, documentation, and operational alignment.
- Drive accountability and follow-through across cross-functional teams to ensure improvements deliver measurable impact.
What you'll need to thrive (Requirements)
- 7+ years of experience in process engineering, operations, program management, or business transformation within a SaaS or technology environment
- Proven experience designing and implementing cross-functional process improvements
- Strong expertise in process mapping, workflow design, and operational analysis
- Demonstrated ability to drive change across multiple teams without direct authority
- Strong systems thinking and understanding of how tooling, process, and lifecycle operations intersect
- Experience working with enterprise operational systems such as Salesforce, DocuSign, ServiceNow, or customer lifecycle tooling
- Excellent stakeholder management and communication skills (written and verbal)
- Ability to thrive in ambiguity and bring structure to complex operational challenges
- Demonstrates curiosity for and comfort experimenting with emerging technologies and tools (including AI-driven productivity and workflow automation) that can improve operational efficiency
- Lean Six Sigma Green Belt certified (or equivalent)
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, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
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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