Talent Acquisition Manager, Customer Care

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.. As the Manager for Customer Success Talent Acquisition, you will be a key strategic partner to our Customer Success leadership, responsible for building the engine that attracts and hires top talent across Customer Care and Operational Excellence. You will manage a full team of Customer Success Talent Acquisition Partners (~5 direct reports) and own core stakeholder partnerships within our high-volume customer-facing hiring functions.

About this roll* (Responsibilities) 

• Drive Results: Lead and develop a team to consistently meet and exceed ambitious hiring goals for Customer Care and Onboarding, ensuring deadlines are met and class targets are achieved. You will be responsible for driving these hiring plans and ensuring the team is pacing to achieve our headcount plan, while navigating changes that come with new remits and global expansion.
• Be a Trusted Strategic Partner: Act as a true partner to Customer Success Leadership, Finance, and People teams. Leverage data and market insights to build hiring strategies that align with business objectives, particularly within the complex structure of Toast's Customer Success organization. Focus on strong stakeholder management with senior team members, including Directors and VPs.
• Innovate and Scale Our Operations: Drive operational excellence by owning recruiting metrics and identifying opportunities for process improvements and scalable solutions that drive efficiency and a best-in-class candidate experience. You will recommend and implement new processes and policies that enhance the efficiency and scalability of Customer Success hiring across Toast.
• Build Diverse, High-Performing Teams: Champion our belief that diverse teams drive better results by embedding equitable hiring practices into every aspect of the recruitment lifecycle. Coach teams to build talent pipelines that reflect the diversity of the communities we serve.
• Develop Our People: Uphold our commitment to building leaders from within by actively coaching and mentoring teams. Foster a culture of high performance, psychological safety, and continuous development, creating growth opportunities for direct reports.
• Navigate Ambiguity and Complexity: Thrive in a fast-paced environment where business needs can change quickly, particularly within the evolving Customer Success organization. Lead teams through evolving priorities and manage team bandwidth and complexities.

Do you have the right ingredients*? (Requirements)

• 3+ years of proven experience leading and developing high-performing recruiting teams
• 8+ years of full-cycle recruitment experience within a fast-paced, high-growth environment (SaaS or technology company experience preferred)
• Demonstrated ability to act as a strategic partner, using data to influence senior leaders and drive business outcomes
• A track record of driving operational improvements and scaling recruiting functions
• A deep commitment to building diverse and inclusive teams
• Experience with high-volume hiring and managing hiring plans for multiple verticals/senior stakeholders simultaneously
• Ability to lead and elevate a team of high-caliber Talent Acquisition Partners
• Strong judgment and decision-making abilities
• Proficiency in identifying inconsistencies during the hiring process and advocating for fairness and equitable processes

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.

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