Senior Engineering Manager (Commerce)

Join Toast, a leading restaurant technology platform, as a Senior Engineering Manager. In this role, you will lead the strategy and execution of Toast's self-service support ecosystem and account management experiences. You will work closely with product, design, engineering, support, and finance teams to deliver seamless, scalable solutions that improve customer experience, operational efficiency, and revenue integrity. You will also coach and mentor engineers and managers, helping them grow technically and as leaders.

• Lead the strategy and execution behind Toast’s self-service support ecosystem and account management experiences, shaping how customers understand, manage, and resolve issues.
• Guide the evolution of the Support Center, communications platform, and billing and pricing experiences while partnering closely with product, design, engineering, support, and finance teams.
• Drive improvements in customer experience, operational efficiency, and revenue integrity across some of Toast’s most critical customer-facing systems.
• Strong background in full-stack systems, with experience building customer-facing applications that integrate with a wide range of backend services, platforms, and data systems
• 5+ years of experience leading high-performing product, platform, or customer experience teams in complex, cross-functional environments
• Proven experience owning and scaling customer-facing platforms or systems that span multiple teams and touchpoints
• Demonstrated success partnering with product stakeholders to drive measurable outcomes
• Track record of building inclusive, high-ownership teams and developing talent
• Strong communication and leadership skills with experience influencing senior technical and product leaders and aligning teams around shared goals
• Ability to translate broad, ambiguous strategic goals into clear roadmaps and execution plans
• Experience leading teams that sit at the intersection of customer-facing platforms and internal systems such as support, communications, or billing
• Background in experimentation driven product development or optimizing customer journeys through data-driven experimentation