Program Manager, Facilities & Workplace Operations

<p>Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.&nbsp;</p> <p>As the Program Manager, Facilities &amp; Workplace Operations (AMER), you will serve as the strategic "Product Owner" for our Americas workplace environments and operations. In this high-impact individual contributor role, you will define, scale, and run our regional workplace experience program while laying the operational foundation for long-term growth. This position is equal parts operator, program manager, and cultural champion. You will oversee our outsourced partner vendor model, establish core SLAs and KPIs, design scalable Standard Operating Procedures (SOPs), and deploy modern workplace technology—all while driving an engaging workplace culture aligned with our company values. We are actively building our operational infrastructure while running it in real-time. To succeed, you must bring a strong "we can figure it out" ownership mindset, thriving in ambiguity as we build, iterate, and elevate the AMER workplace footprint together.</p> <p><strong>This is a hybrid role requiring three days in the New York City office.&nbsp;</strong></p> <p>&nbsp;</p> <p><strong>A day in the life (Responsibilities)&nbsp;</strong></p> <ul> <li>Vendor Oversight &amp; Program Leadership (The "Product Owner" Approach) <ul> <li>Act as the strategic owner for the AMER Workplace Experience program, establishing product-like roadmap execution, SLAs, and performance scorecards.</li> <li>Direct and manage primary outsourced vendor partners (IFM, janitorial, catering, security, facilities maintenance), ensuring high-service delivery, accountability, and seamless operational handoffs.</li> <li>Establish clear key performance indicators (KPIs) and continuous feedback loops to measure and report on workplace performance, employee satisfaction, and space utilization.</li> </ul> </li> <li>Process Architecture, SOPs &amp; Financial Management <ul> <li>Build, document, and roll out standardized operational frameworks and SOPs across all AMER sites from the ground up, establishing operational consistency across regions.</li> <li>Support financial targets by partnering with leadership on OPEX budgeting, vendor cost management, contract negotiations, and quarterly financial forecasting.</li> <li>Drive end-to-end project management for regional workplace initiatives, site refreshes, vendor transitions, and change management strategies.</li> </ul> </li> <li>Culture, Community &amp; Values Integration <ul> <li>Partner closely with internal teams—including Inclusion &amp; Diversity, Toast.org