Leads Toast’s Escalations organization across multiple locations, managing escalation managers and advisors. Owns operating models, KPIs, service quality, resolution outcomes, executive customer issues, and continuous improvement. Partners cross-functionally with Care, Customer Success, Product, Engineering, FinTech, and Legal. Develops leaders, establishes escalation standards, drives root-cause analysis, and pilots AI tools for triage, case summarization, and pattern detection.

Manage post-sale onboarding for Mandarin-speaking restaurant customers, configuring Toast menus and POS workflows for go-live. Consult with clients on configuration needs, create onboarding plans, train restaurant staff, document implementations, and promote operational efficiencies. The role manages multiple simultaneous engagements, maintains customer relationships, meets activation goals, and coordinates with internal project resources while working independently in a changing environment.