Associate Product Manager, Support AI at Toast

, , United States -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

139000.0

Posted On

06 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Management, Analytical Skills, AI Tools, Google Sheets, BI Tools, Communication Skills, Organizational Skills, Customer Support, Transcript Analysis, Vendor Management, Collaboration, Problem Solving, Quality Assurance, Content Management, Iterative Testing, Performance Reporting

Industry

Software Development

Description

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. Are you bready* for a change? The Care Experience team is transforming how Toast supports its customers—across chat, voice, and agent-assisted channels—by building intelligent tools that improve resolution time, answer quality, and customer experience . As a Junior Product Manager, you will help scale our rapidly evolving AI-driven support experiences, while partnering closely with engineering, operations, content, and vendor teams. This role is ideal for an early-career product manager who is highly analytical, organized, detail-oriented, and excited about using AI to meaningfully improve customer support. About this roll* (Responsibilities) Write clear, concise product specs that support the chat and voice AI roadmaps, including new troubleshooting journeys and enhancements to existing flows. Use AI and analytics tools (e.g., Gemini, ChatGPT, Hex/Sigma) to identify new opportunities, analyze performance, and evaluate quality of AI-driven support journeys. Conduct regular transcript analysis to identify missing content, procedural gaps, routing issues, and opportunities for new tool calls. Support rollouts by partnering with product, engineering, QA, and operations to test new journeys, validate quality, and monitor early performance. Partner closely with Operations SMEs to validate problem areas and run iterative testing cycles for new journeys and improvements. Collaborate with content teams to manage expectations and ensure timely delivery of new or updated articles or procedures. Collaborate with operations and enablement teams to enable smooth product releases and learnings. Contribute to vendor management, including providing product feedback and shaping roadmap priorities. Help report on roadmap performance, including KPIs related to answer quality, resolution rate, and customer experience across AI surfaces. Do you have the right ingredients*? (Requirements) 1–2+ years of experience in product management, product operations, business operations, or a similar analytical role, including seeing a project or product through execution and post-launch evaluation. Strong analytical skills and fluency with Google Sheets and BI tools (Hex, Sigma, etc). Fluency using AI tools to generate insights and accelerate analysis. Highly organized and able to prioritize effectively across multiple workstreams. Excellent written and verbal communication skills, comfortable collaborating with technical and non-technical partners. Ability to zoom out to the big picture while maintaining exceptional attention to detail. Professionalism and reliability when engaging with vendors. Special Sauce* (Nice to Haves) Familiarity with contact center or Customer Support operations and metrics. Experience with customer support tooling, chatbots, voice AI, or workflow automation. Background working with content teams, UX writing, or structured knowledge bases. Experience with rapid experimentation or iterative QA processes. Exposure to user research or transcript-based analysis. 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 and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible). Pay Range $87,000—$139,000 USD 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. ------ 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.

Responsibilities

The Associate Product Manager will write product specifications for AI-driven support tools and analyze performance using AI and analytics tools. They will collaborate with various teams to test and validate new support journeys and manage vendor relationships.