Onboarding Manager

Join to apply for the Onboarding Manager role at Toast Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs today while investing in experiences that will power their restaurant of the future. About This Role Bready* to make a change? The Onboarding Manager reports to the Director of International Onboarding and is responsible for leading all aspects of the team, working in close partnership with Restaurant Success, Enablement, Customer Success & Sales leadership. In this role, the Onboarding Manager will run the team and the regional performance as their own business, responsible for productivity, customer satisfaction, metrics analysis, performance management, and revenue of their team of Onboarding Consultants. This includes significant cross‑functional relationships with Customer Care, Product, Logistics, Guest, Strategic Operations, and many other teams outside of Onboarding in ways that drive the Onboarding team’s performance and our customers’ success through their implementation journey. Responsibilities Establish plans and strategies for keeping the revenue pipeline current and reflecting the proper number of projects to meet department objectives; go‑lives, margin targets, and customer satisfaction. Interview, hire, develop, coach and support the implementation and onboarding teams, including 1:1s and running weekly meetings; step in and assist the team with escalations. Manage cross‑functional relationships and customer expectations that contribute to a high level of customer service and revenue velocity, guided by facts, data and analysis to make evidence‑based and customer‑focused decisions. Complete projects with minimal guidance from the Director and be able to draw conclusions and communicate results based on outcomes. Partner closely with the Sales Team, Restaurant Success & International Product Managers to ensure a seamless customer journey from pre‑sale through the roll‑out of Toast across multi‑unit operations. The candidate will manage a team of 6–12 members and be responsible for customers across all of Canada. A successful candidate will be located or able to regularly work in the Greater Toronto area. Travel for conferences and in‑person meetings with customers, as well as moderate time spent in the field, may be required. Requirements At least 5 years of Service Delivery, customer service, implementation, customer onboarding, project management, or point‑of‑sale experience in comparable industries, with 3 years in a people‑management position. A senior individual contributor may be considered. Ability to plan and manage strategy and operations with autonomy while consistently monitoring key metrics and driving process improvements. Strong leadership, teamwork, communication and cross‑departmental collaboration skills. Excellent customer service skills with the ability to coach and train others to the same level. Nice to Haves Experience in hospitality and POS industry preferred with P&L and margin analysis experience. Our Spread of Total Rewards We strive to provide competitive compensation and benefits programs that help 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 flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. Base salary range: $100,000—$160,000 CAD. Starting salary will be determined based on skills and experience. In addition to base salary, total rewards include cash compensation (overtime, bonus/commissions, if eligible), benefits and equity (if eligible). Diversity, Equity, and Inclusion 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. Hybrid Work Model 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. Application Process 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 candidateaccommodations@toasttab.com. 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. #J-18808-Ljbffr