Enterprise Field Service Manager

Summary

Join Toast as an Enterprise Field Service Manager and ensure high-quality, on-time installations for complex Enterprise customers. Coordinate internal teams, dispatch, vendors, and technicians for successful installations. This hands-on role requires cross-functional collaboration, risk identification, and proactive issue resolution. You will work with vendor partners and internal teams to maintain installation standards and drive scalable growth. Build strong relationships with service partners to meet customer and business expectations. The position involves managing complex field service projects and scaling field service operations.

Requirements

• 3–5+ years in Field Services, Project Management, or Field Operations, ideally in SaaS, Telecom, or a POS environment
• Strong communication skills; able to leverage subject matter experts to achieve success; proven ability to lead teams through obstacles while consistently motivating to meet service goals
• Experienced in service partner management, developing and executing strategies to deliver business results. Preferably at the Enterprise level
• Cross-functional collaborator comfortable navigating between tech, ops, vendor, and customer-facing teams
• Working knowledge of dispatching systems, install playbooks, and field service standards

Responsibilities

• Own execution of Enterprise field installations, ensuring each deployment is to spec and aligned with onboarding expectations
• Act as a consultative partner to installation contractors, identifying resource needs, process gaps, and opportunities to strengthen performance
• Coordinate with internal project management teams, technical SMEs, dispatch/logistics, and vendors to resolve field-level blockers quickly
• Maintain and evolve our enterprise field service playbook, including documentation, workflows, and quality standards
• Track install performance, SLA adherence, and cost vs. plan; flag trends and propose corrective actions

Preferred Qualifications

• Prior experience working with 3rd party service vendors or managing hybrid in-house/partner delivery preferred
• Experience managing complex field service projects in restaurant, retail, or hospitality environments
• Experience scaling field service operations or contributing to the redesign of service delivery models

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions, if eligible)
• Benefits
• Equity (if eligible)