# Senior Manager, Care Escalations at Toast

- Company: Toast
- What the company does: Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience. Backed by Bessemer and GV.
- Company website: https://pos.toasttab.com/
- Type: Startups
- Level: Senior
- Location: Omaha, NE
- Work setup: On-site
- Posted: 2026-09-16
- Apply by: 2026-10-31
- Apply: https://careers.toasttab.com/jobs?gh_jid=8203409
- Page: https://www.1752.vc/careers/jobs/toast-senior-manager-care-escalations/

## About the role

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.

## What they're looking for

- 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
- Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's Toast competencies. Be the culture and change champion of the team
- Define and evolve the team’s servicing frameworks that scale with Toast's growing global customer base
- Lead the front of the Continuous improvement funnel through RCA intake processing using team escalation insights
- Identify, pilot, and scale AI-powered tools within the Escalations organization — e.g., AI-assisted triage, case summarization, and root-cause/pattern detection
- Must be located in the Omaha, NE area

Tags: Customer Success : Customer Care : POS