Senior Product Manager-Customer Support Platform

Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
A track record of shipping effective features and experiences with data-driven decision-making
Experience developing and launching products with cross-functional constraints, not just technical constraints, and working collaboratively and effectively with cross functional teams
Exceptional communication skills, able to work well with architects, engineers, designers, customers, as well as executives and functional leaders outside of R&D
Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products
Entrepreneurial mindset and ability to create a compelling product vision
Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics

Own and drive the roadmap for the Customer Communications Platform helping to identify the needed data, high-impact use cases, and an overall strategy for improving customer communications at Toast
Help define and implement go to market strategy for the new help center experience, designing tests, incremental launch milestones, and collecting customer feedback
Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature
Partner with multiple teams to figure out what customers need to know and when
Research and get to know customers (internal and external) directly
Champion customer needs internally by building strong relationships horizontally and vertically within Toast

No preferred qualifications provided.