Senior Product Manager, Knowledge Services

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Our customers and our team of Toasters depend on knowledge and education to be successful. Easy creation, delivery and consumption is essential to our shared success.    

Toast is looking for an analytical, technical, and motivated team player to bring our company’s top strategic and operational objectives to life in the Knowledge space. You will transform and align business processes using technology and systems, acting as the interface between our various functional teams and our business systems teams. You will work closely with cross-functional stakeholders to understand and surface their challenges, help identify potential solutions, translate business requirements into functional requirements, and work with the technical team to deliver the solutions. The Sr. Product Manager for Knowledge Services will drive the optimization of processes and solutions across all of our knowledge properties.  You will be an expert on how data flows in our system from multiple sources, and be able to articulate solutions that achieve key business outcomes. You will play a critical role in helping build scalable processes that can power and support our exponential growth as the leading player in restaurant technology.

About this roll* (Responsibilities) 

• Support the design and implementation of business processes improvements across all of our knowledge properties (Knowledge Base, LMS, Communities and others…), while working with cross-functional teams (CS, Education, Customer Care, Data, etc).
• Drive future-state product recommendations through current-state use cases and process flows
• Work closely with the senior leaders (VP+) & teams supporting our knowledge platforms (Salesforce, Certiverse, Workramp, Coveo, Intercom, Khoros) to understand future capabilities, areas for improvement, and ownership of the product from a functional point of view
• Lead a scrum team to deliver on time, feature-rich, high-quality, successful releases - you will own the technical roadmap and provide point-of-view on prioritization and criticality based on interviews and business understanding
• Develop, measure and analyze metrics to inform and drive our KPIs 
• Have a strategic mind for the areas of potential risk -- deftly coming up with forward-looking ideas on how to prevent issues from arising
• Understand various options to solving problems and strategize appropriately to prioritize based on complexity and business benefit
• Partner with the business to drive monthly product and program updates, as well as quarterly business reviews - anchored in customer outcomes and business impact

Do you have the right ingredients*? (Requirements)

• 7+ years of Product management experience, focusing on knowledge platforms
• Demonstrated experience applying knowledge management best practices, designing optimal customer journeys and delivering employee enablement.   
• 3+ years of experience with knowledge system technologies in a multi-tool ecosystem (AI exposure/ experience preferred)
• Demonstrated experience of solving complex problems using a data-driven approach
• Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions, and team results
• Excellent communication skills and ability to translate business and technical languages to senior executives and front line teams
• Architecture mindset with desire to understand how things are connected
• Critical thinking capabilities to see beyond the initial problem presented

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

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