Senior Manager, Customer Training

Responsibilities

• Own the strategic vision and operational excellence of the SMB/Core training team
• Lead the evolution of training programs to align with company strategic initiatives
• Build, lead, and maintain a high-performing team of Trainers through coaching and mentoring
• Manage capacity and utilization to ensure delivery scales with demand
• Collaborate with GTM, Marketing, Customer Success, and Product teams to ensure seamless customer experience
• Define and evolve Toast's strategy for incorporating AI into customer training

Requirements

• Minimum of 8 years of experience in B2B Customer Training, Enablement, or Instructional Program Management
• 4+ years of people management experience
• Demonstrated experience managing a live/virtual training calendar and team capacity at scale
• Deep expertise in instructional strategy and curriculum design
• Strong data and analytical skills to guide program design
• Familiarity with how AI tools can enhance live training delivery

Preferred Qualifications

• Experience managing a remote, distributed, multi-region training team
• Technical familiarity with virtual classroom and LMS platforms like Zoom or Articulate
• Empathetic to the restaurant customer experience and operational workflows

About the Company

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, and engage customers.