Senior Manager, Care Change, Engagement, and Culture

Summary

Join Toast as a Sr. Manager of Care Change, Engagement, and Culture, reporting to the Director of Quality, Change, and Culture. You will lead the development and implementation of change management practices and strategies. Responsibilities include creating a change management framework, overseeing change initiatives, engaging stakeholders, leading culture and engagement programs, assessing change impact, monitoring and reporting progress, supporting change agents, developing communication strategies, and ensuring continuous improvement. This role requires a minimum of 5 years of experience in change management, a relevant certification, and a proven track record of success. The ideal candidate will possess strong communication, analytical, and problem-solving skills. Toast offers a competitive compensation and benefits package, including base salary, cash compensation, equity, and benefits.

Requirements

• A minimum of 5 years of experience in change management, organizational development, or a related field
• Certification in change management methodologies (e.g., Prosci, CX, or equivalent)
• Proven track record of leading organizational change efforts and cultural initiatives in complex environments
• Strong knowledge of change management principles and frameworks, particularly the ADKAR model
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels
• Strong analytical and problem-solving abilities to assess change impact and drive continuous improvement efforts
• Proven ability to work independently and with ambiguity

Responsibilities

• Develop Change Management Framework: Create and refine the organization's change management system
• Lead Change Management Initiatives: Oversee the planning and execution of change initiatives across Care, ensuring alignment with organizational goals and objectives
• Stakeholder Engagement: Collaborate with senior leadership, project managers, and departmental teams to identify change requirements and impacts. Build strong relationships to facilitate communication and collaboration
• Lead our Culture & Engagement Program(s): Act as a cultural ambassador, driving initiatives that are globally minded while also bringing in a stronger emphasis on localized, site specific needs ensuring all programs align with and promote the desired organizational culture. Engage employees in discussions around values, behaviors, and practices that support a culture of change and innovation. Support our recognition programs in partnership with Performance Management and Operations
• Assess Change Impact: Conduct change assessments to understand the effects of changes on people and processes, using data to inform decision-making and to refine change plans
• Monitor and Report: Establish metrics to measure the success of change management efforts and cultural initiatives, reporting on progress to stakeholders and making recommendations for continuous improvement
• Support Change Agents: Identify and empower change champions and cultural advocates within the organization to foster support and encourage adoption of change initiatives
• Communication Strategy: Develop and implement communication strategies that articulate the importance of change initiatives and cultural evolution, ensuring that messaging resonates with staff at all levels
• Continuous Improvement: Stay updated on industry trends and best practices in change management and organizational culture, applying insights to enhance the CoE's offerings

Preferred Qualifications

Experience working in or with a Support organization a plus

Benefits

• Competitive compensation and benefits programs
• Base salary: $107,000 — $171,000 USD
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity