Senior Manager, Talent Operations

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. Our Talent Operations team is the heartbeat of our People and Places function, responsible for building global scalable tools, systems, processes, and dashboards that support our employees at every stage of their employee journey. We are helping transform the way that the People and Places Team delivers service to employees. As the Senior Manager of Talent Operations (NA) you will help build and deliver a frictionless employee experience spanning across the employee lifecycle for our teams in North America. You will have a critical role on the operations leadership team and will play a part in building out a global “shared services” model. In this role, you will be accountable for the team of people providing front line support for all employee inquiries including benefits and leave administration as well as other operational activities and program delivery. To be successful in this role, you must have a customer-centric and continuous improvement mindset, a proven ability to leverage technology and processes to elevate the employee experience, strong stakeholder management as well as experience building and managing a shared services team in a global matrixed organization. This role reports to the Director, Talent Operations and will work closely across our global centers of excellence (COEs). This is a Boston-based hybrid role. A day in the life (Responsibilities) • Lead People Services (Shared Services) delivery for the North America region. • Coach, manage and develop a team of people operations professionals, with a focus on high-quality service delivery across the employee lifecycle including operations, benefits, compensation, and more. • Define and monitor metrics and SLAs to measure success of the team and provide insights for decision-making. • Drive continuous improvements focused on automation, standardization and scalability that improve Toaster experiences, increase efficiency, and ensure compliance with local laws and customs. • Build strong relationships with stakeholders across the People Team, Legal, Finance, and Business teams to influence change and drive the adoption of an evolving service delivery model. • Be the local subject matter expert that can influence Global COEs on program design that is locally relevant and compliant while aligned to global principles. • Partner across the People & Places team globally to prioritize and deliver on a variety of small to large, complex, integrated People team initiatives. What you'll need to thrive (Requirements) • Typically requires 12+ years of related experience with a Bachelor’s degree; or 8+ years and a Master’s degree; or a PhD with 5+ years experience; or equivalent experience. • 7+ years of experience in managing People Operations/Shared Service Functions. • 5+ years of proven people management and leadership experience in a global organization. • Experience operating in a matrixed structure. • Expertise in Global HR Transformation, strategy, design and transition of People Operations to create value for the organization. • Manage compliance with labour regulations, GDPR requirements and best practices to ensure Toast remains compliant. • Familiarity with SOX and have managed programs and processes that are SOX compliant. • Proficiency in leveraging AI technologies, including platforms like Claude, to optimize operational workflows, accelerate service delivery, and elevate overall employee experience. • Understanding of HR Technology, HR reporting, workflow, and auditing requirements (experience with Greenhouse, Workday and ServiceNow is valuable). • Excellent analytical, problem solving and decision making skills with a strong attention to detail. • Prior exposure to or background supporting the EMEA market is highly desirable. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy 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. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $120,000—$192,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person c