Program Manager, Onboarding Enablement - International

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.

As the Enablement Program Manager for our International Customer Onboarding team you’ll provide continuous support and delivery of education and training of the Toast Platform and business processes for Onboarding Consultants outside of the United States.

We’re looking for an Onboarding Enablement Program Manager to join our growing International Toast team, based in Dublin or London. Your primary responsibility will be to support our International (non-US) Onboarding Team with all of their enablement and training needs as our organization grows in multiple new markets, and partnering with your peers in the US supporting other parts of the Onboarding department. In these early stages of our International growth, this role is multifaceted and multi-layered. You will need to be a builder first and foremost, comfortable creating training programs/content, analyzing process adoption, collaborating with global stakeholders, and delivering training modules to our teams, both in person and remotely.

About this roll*:

• You will formulate the vision and goals for your program in collaboration with your manager, business stakeholders, and your peers that align with our customers' needs and Toast's strategy for our International teams.
• You will identify enablement and training needs for Onboarding department roles by partnering with stakeholders to analyze team competencies and KPIs, work within the OKR framework & develop specialized content to support. You will create relevant correlations between training and key performance indicators (KPIs).
• You will develop enablement content within a variety of modalities including classroom style training, online/on-demand tutorials and templates, certifications, videos and more in partnership with other enablement team members. 
• You will support the international cohort through new hire "boot camp" to ensure key ramping milestones are met and foster a culture of belonging, continuous learning, development, and high performance.
• Deploy and maintain assessment and performance tracking systems:
• For content knowledge and comprehension.
• Develop and execute on-plan to business KPIs.
• Present program progress and results to key onboarding leadership.
• Design a scalable way to measure outcomes via data, including but not limited to Service Appointment adherence and utilization, TaskRay efficiency, customer interaction standards, and product activation metrics.

Do you have the right ingredients*? (Requirements)

• At least 2+ years of experience required in enablement or L&D.
• 3+ years of working in a customer-facing role.
• Experience successfully standing up new Enablement programming from planning to execution.
• Ability to create technical documentation, training, and other enablement materials.
• Strong reporting and analysis skills.
• Ability to effectively operate both strategically and tactically; navigating and adapting to ambiguity and making informed decisions in a fast-changing environment with limited oversight.
• Strong project management skills and ability to work on multiple high-priority projects at the same time.
• Ability to prioritize tasks effectively, balancing short-term demands with long-term goals to maximize impact and efficiency.
• Strong presentation skills- you have the ability to command an audience from individual contributors to senior leadership within the organization.

Special Sauce*:

• Previous experience working with Toast POS/ other POS software is a plus.
• Previous experience in SaaS Enablement.
• Previous experience in Customer Success Enablement.
• Previous experience in the hospitality industry.
• Experience working within hardware implementation / technical training.
• Systems/Tools Proficiency
• Google Suite (Sheets, Slides, Docs, Forms)
• Salesforce experience & reporting
• Asana
• Workramp
• Articulate

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