Associate, Growth Operations

Summary

Join the Onboarding Quality Management team at Toast and play a crucial role in shaping the quality of customer onboarding. As an Associate, Growth Operations, you will conduct root cause analysis, support customer experience initiatives, develop process documentation, analyze onboarding data, pilot and implement solutions, collaborate cross-functionally, and monitor performance. This role requires a customer-centric mindset, problem-solving skills, and excellent communication. The ideal candidate will have entry-level to 2 years of experience in an analytical, operations, or customer-facing role. Toast offers a competitive compensation and benefits package, including uncapped commissions, and embraces a hybrid work model.

Requirements

• Entry-level to 2 years of experience in an analytical, operations, or customer-facing role, or a related field
• A strong, natural curiosity and a drive to understand "why" things happen
• Customer-centric mindset
• Comfortable working in ambiguous environments and adapting to evolving priorities
• Problem-solving mindset with a willingness to experiment and iterate on solutions
• Foundational project management skills or the ability to manage tasks and contribute to project timelines
• Excellent communication skills (written and verbal) to articulate findings and collaborate with diverse teams
• Proficiency with data tools like Google Sheets or Microsoft Excel
• Ability to manage multiple tasks and prioritize effectively in a fast-paced setting
• Eagerness to learn and grow in a dynamic operations environment

Responsibilities

• Conduct Root Cause Analysis (RCA): Investigate and identify the underlying causes of onboarding challenges and customer pain points
• Support Customer Experience Initiatives: Contribute to improving CES/NPS scores by analyzing feedback and supporting pilot programs for new solutions
• Develop & Maintain Process Documentation: Help create and update standard operating procedures (SOPs) and onboarding process guides to ensure consistency and clarity
• Analyze Onboarding Data: Assist in collecting and analyzing data related to onboarding performance, identifying trends and areas for improvement
• Pilot & Implement Solutions: Roll up your sleeves to help test and implement new processes or tools identified through RCA, working closely with various teams
• Collaborate Cross-Functionally: Work with teams like Sales, Operations, and Product to understand challenges and contribute to solutions that improve the onboarding experience
• Monitor Performance & Report Insights: Track key onboarding metrics and assist in preparing reports to communicate findings and recommendations to stakeholders

Preferred Qualifications

• PMP certification or other project management certifications
• Lean Six Sigma Certification (Green Belt or Black Belt)
• Proficiency in visualization tools like Tableau or Sigma
• Understanding of hospitality operations

Benefits

• 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
• The estimated Total Targeted Cash compensation range for this role is listed below. Total Targeted Cash for this role consists of a base salary, commission, benefits, and equity (if eligible). This role qualifies for uncapped commissions
• $65,000 — $103,000 USD
• We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs