Senior Manager, Care Escalations

<p><strong>Location: Omaha, NE Office - </strong><span style="font-weight: 400;">1926 S 67th St, Suite 200, Omaha NE 68106. <strong>You will be expected to be in office 2 days a week.&nbsp;</strong></span></p> <p>&nbsp;</p> <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.</p> <p><strong>A day in the life</strong></p> <p>The Senior Manager of Escalations, reporting to the Director of Escalations, will lead the Toast's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors. This role delivers the operating frameworks, resolution and quality outcomes and executive-facing accountability for how Toast handles its most complex and highest-visibility customer issues, and partners across Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fix.</p> <p><strong><em>What you'll do (Responsibilities)</em></strong></p> <ul> <li>Own the operating model and outcomes of the Toast's Escalations function, partnering across Customer Care, Customer Success and the organization to reduce time-to-resolution and prevent recurring issues</li> <li>Accountable for the KPIs for this team with emphasis on driving quality resolution, through technical troubleshooting and direct partnership with Toast Teams. Responsible for the weekly and monthly business review insights</li> <li>Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's Toast competencies. Be the&nbsp; culture and change champion of the&nbsp; team</li> <li>Oversee and act as the final decision maker on Toast’s most complex and high visibility customer situations, including those raised to Senior Leadership or top-tier customers. This leader will set the escalation thresholds and judgment standards the team applies, and will represent Toast directly to both executive and customer leadership</li> <li>Define and evolve the team’s servicing frameworks that scale with Toast's growing global customer base</li> <li>Lead the front of the Continuous improvement funnel through RCA intake processing using team escalation insights</li> <li>Identify, pilot, and scale AI-powered tools within the Escalations organization — e.g., AI-assisted triage, case summarization, and root-cause/pattern detection</li> </ul> <p><strong><em>What you'll need to thrive (Requirements)</em></strong></p> <ul> <li style="font-weight: bold;"><strong>Must be located in