Principal Program Manager, Knowledge Tech

Key Skills

Aartificial intelligence, Analytical and Problem solving, Data Analytics, Effective communication skills, Leadership Skill, Machine learning techniques, Program Management

Job Description

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

The Toast Education team strives to enable our customers, partners, and employees to thrive and empower the Toast community through engaging, impactful learning experiences. We achieve this by providing our customers and Toasters with the right education at the right time and in the right place.

As a key player on the team, you will use your strong program management skills and experience in managing a complex knowledge base to lead initiatives aiming to enhance the knowledge experience. You will champion opportunities for innovation within our tech stack and processes. Your responsibilities will involve owning the technical and strategic roadmap for optimizing our knowledge base to improve NPS and scale case deflection.

• Lead the Knowledge Tech program to make incremental improvements to the knowledge experience, from authoring to search optimization, for Toasters and customers
• Partner with teams across the business to explore and test ways in which we can move knowledge from reactively answering questions to proactively serving up the correct answer
• Own the vision and strategy for how LLMs and generative AI can drive efficiencies with our processes and lead users to easily and quickly find the information they’re looking for
• Identify opportunities where technology can be leveraged to deliver on a modern knowledge platform
• Define, implement, and monitor KPIs for AI-driven projects tied to our knowledge base
• Support Toast Now workstreams and future projects related to knowledge and tech innovation
• Provide oversight, thought leadership, and strategic leadership to effectively align projects and ensure organizational goals are executed with excellence

Do you have the right ingredients ? (Requirements)

• 8+ years of experience leading the strategy for a mature knowledge base and driving measurable improvements at scale
• Experience managing complex and technical projects required
• Advanced experience with knowledge-related tech and tools, such as Coveo, Salesforce Service Cloud, Intercom, Contentful, or other CMS tools
• Advanced knowledge and experience with information architecture as it relates to a knowledge base and how content is organized
• Experience with applying knowledge of machine learning, generative AI, and data analytics to improve knowledge base KPIs
• Ability to see the big picture and problem-solve the root cause, not just the immediate symptom
• Ability to communicate technical ideas while building a network of cross-functional relationships
• Comfortable with the level of learning and ambiguity needed to navigate fast-evolving emerging technologies like AI

Special Sauce (Nice to Haves)

• Self-motivated with a relentless “fixer” mindset
• Familiar with and empathetic to the restaurant customer experience
• Passion for research and curiosity that calls you to go beyond “good enough” to create something innovative and exciting
• Knowledge of HTML and CSS

Our Spread of Total Rewards

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.

Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$124,000—$198,000 USD

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.