Senior Engineering Manager, Commerce at Toast

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. As a Senior Manager for Support Center & Communications (SCC) and Pricing Experience, you will lead the strategy and execution behind Toast’s self-service support ecosystem and account management experiences, shaping how customers understand, manage, and resolve issues across their relationship with Toast. You will guide the evolution of our Support Center, communications platform, and billing and pricing experiences while partnering closely with product, design, engineering, support, and finance teams to deliver seamless, scalable solutions. Working across the customer lifecycle—from awareness and understanding to action and resolution—you will empower customers to self-serve with confidence while using AI and automation to better understand customer context and surface relevant insights across support, billing, and account experiences. You will ensure clarity, consistency, and trust in how Toast communicates and charges for its products. Your leadership will drive improvements in customer experience, operational efficiency, and revenue integrity across some of Toast’s most critical customer-facing systems. A day in the life (Responsibilities) • Lead the technical vision and execution for Toast’s Support Center, communications platform, and pricing and billing experiences, driving measurable improvements in customer self-service and operational efficiency. • Create leverage across product, support, and business teams by building scalable systems for self-service support, proactive communications, and account management. • Apply AI and automation to support and account experiences, enabling better understanding of customer context (e.g., support history, knowledge, billing, and subscriptions) and surfacing relevant insights, actions, and guidance. • Break down complex, cross-functional initiatives into clear, incremental milestones that deliver meaningful customer and business outcomes. • Establish and uphold technical standards, architecture patterns, and best practices across the organization. • Coach and mentor engineers and managers, helping them grow technically and as leaders. • Operate effectively in a fast moving environment where experimentation, iteration, and platform stability must coexist. What you'll need to thrive (Requirements) • 5+ years of experience leading high-performing product, platform, or customer experience teams in complex, cross-functional environments. • Strong background in full-stack systems, with experience building customer-facing applications that integrate with a wide range of backend services, platforms, and data systems. • Proven experience owning and scaling customer-facing platforms or systems that span multiple teams and touchpoints. • Ability to translate broad, ambiguous strategic goals into clear roadmaps and execution plans. • Demonstrated success partnering with product stakeholders to drive measurable outcomes • Strong communication and leadership skills with experience influencing senior technical and product leaders and aligning teams around shared goals • Track record of building inclusive, high-ownership teams and developing talent. Bonus Ingredients (Nice to Haves)* • Experience leading teams that sit at the intersection of customer-facing platforms and internal systems such as support, communications, or billing. • Background in experimentation driven product development or optimizing customer journeys through data-driven experimentation. #LI-HYBRID #BI-Hybrid 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 [Upgrade to PRO to see link] 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. To learn more: [Upgrade to PRO to see link] 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: [Upgrade to PRO to see link] 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 [Upgrade to PRO to see contact]. ------ 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.