Director of Onboarding Quality & Readiness
About Toast
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.
About this Roll* (Responsibilities)
The Director of Onboarding Quality & Readiness owns measurable early-life customer outcomes. This role is accountable for improving First Time Right (FTR) and other defined early-life quality KPIs by driving an already first class early life customer experience to new heights. This leader will carry the pen for defining the holistic, cross-functional OB strategy.
This leader partners across Onboarding, Product, Care, and Sales to define readiness standards, build validation into workflows, and eliminate systemic drivers of customer friction.
In this role, you will:
Own Early-Life Quality Outcomes
- Accountable for improving First Time Right (FTR) and defined early-life KPIs
- Drive measurable reduction in preventable F7 and F30 ticket volume per live location
- Quantify onboarding’s contribution to company support volume and customer experience
Define and Enforce Go-Live Readiness
- Establish clear readiness standards across hardware, menu, payments, and integrations
- Implement validation gates to prevent false-positive install completion
- Partner with Product to embed system-based readiness checks into onboarding workflows
Root Cause & Driver Elimination
- Identify top drivers of early-life failure and support contacts
- Lead cross-functional initiatives to eliminate systemic defects
- Distinguish expected early learning from preventable onboarding gaps
Cross-Functional Strategy & Influence
- Partner with Product to connect onboarding inputs to measurable quality outcomes
Translate early-life failure drivers into roadmap prioritization - Align with Care and Operations to ensure closed-loop defect correction
Governance & Reporting
- Own onboarding quality reporting and executive updates
- Establish causal measurement linking onboarding improvements to FTR, early ticket reduction, and customer experience outcomes
Continuous Improvement
- Shift focus from reactive issue management to prevention at scale
Improve performance across attach types (onsite, remote, self-install) through measurable readiness improvements - Standardize feedback loops from early-life contacts into onboarding design
Do you have the right ingredients*? (Requirements)
- 8+ years leading quality, operations, or product-readiness functions in SaaS or technology environments
- Familiarity with stacking mechanisms (WBR, QBRs, etc) that define operational rhythms
- Proven experience improving measurable customer outcome metrics (e.g., defect reduction, early ticket reduction, customer success KPIs)
- Strong analytical capability; ability to link operational inputs to customer outcomes
- Experience influencing product roadmap through quantified business impact
- Demonstrated success leading cross-functional performance improvement initiatives
#LI-Remote
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).
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.
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 candidateaccommodations@toasttab.com.
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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.