Job description
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.
Bready* to make a change?
As an analyst on the customer onboarding strategy and operations (COSO) team, you will play a critical role in shaping the analytics and reporting strategy for our Onboarding Team’s delivery for New Customers joining the Toast platform. This team is responsible for driving alignment, establishing a single source of truth, and delivering insights that enhance the experience of customers and efficiency of our internal stakeholders. You will be partnering with our front line stakeholders to understand and identify how to measure quality, completeness and efficiencies for our internal teams. Leveraging best practices and prior experience to help define the future success metrics in an ever evolving onboarding process. Your work will directly improve the Customer Onboarding journey by identifying key bottlenecks, optimizing processes, and providing data-driven recommendations to ensure a seamless and efficient go-live experience for customers. The ideal candidate will have experience working with SaaS Business to Business customers, a strong understanding of data structures to support models, and the ability to aggregate and present data to senior stakeholders. Your ability to translate data into actionable insights and work cross-functionally with Sales, Operations, and Product teams will be essential for success.
About this roll*:
- Support Forecasting, WBR and Month-End Reporting – Assist in building forecasting models and delivering month-end reporting to track performance and drive data-driven decision-making.
- Develop Level of Effort models for the lines of business to accurately assess capacity needs and determine the optimal headcount for efficient resource allocation.
- Chat / Support Ticket Modeling - Deliver on understanding of pain points in the customer journey through analysis of chat and support ticket interactions during onboarding.
- Onboarding Territory Management - Deliver optimization of resource allocation for territory alignment.
- Act as a Source of Truth – Ensure data consistency, accuracy, and alignment across teams when reporting on customer experience and project health.
- Conduct Ad Hoc Analyses – Investigate trends related to onboarding, time to go live, and customer quality to drive strategic improvements.
- Support Development of AI Infrastructure - Identify areas of opportunity for AI driven process augmentation that scales across business.
- Collaborate Cross-Functionally – Partner with Sales, Operations, Finance, and Product teams to provide data-driven recommendations and improve customer outcomes.
- Optimize Reporting and Automation – Develop and maintain dashboards and reporting tools to enhance visibility and streamline insights for leadership and key stakeholders.
- Communicate Insights Effectively – Use strong storytelling and data visualization skills to influence decision-making at all levels of the organization.
- Input into future System/Architecture for Project Management - Work closely with the systems analyst to collaborate on requirements to capture measurement of Onboarding motion to provide insights that will drive future improvements.
Do you have the right ingredients*?
- 2-4 years of experience in an analytical role, preferably with a focus on customer operations.
- Strong SQL skills and experience with data visualization tools such as Sigma, Hex or Tableau.
- Experience analyzing large datasets and synthesizing insights for leadership and Customers.
- Leveraging Data to build Complex Models to anticipate potential opportunities in quality, operational efficiencies and personnel optimization.
- Ability to balance speed and depth when delivering insights and recommendations.
- Excellent data visualization skills – able to tell compelling stories through data.
- Strong business acumen, with an ability to align analytics with organizational priorities.
- Demonstrated experience in improving processes to drive efficiency, Lean Six Sigma experience a plus
- Managing projects from conception to delivery - Excellent organizational, time management & verbal/written communication skills
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.
*Bread puns encouraged but not required
#LI-DNI
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Pay Range
$72,000—$115,000 USD
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
