创意服务经理
Manager, Creative Services
#### Toast 通过构建餐厅平台，帮助餐厅适应变化、掌控局面，并回归他们最擅长的事情：打造他们热爱的业务。
每家餐厅都有自己的故事。Toast 的创意服务团队帮助他们讲述这些故事——建设网站、推出定制品牌应用，并制作将优秀菜单转化为优秀品牌的的内容。我们正在寻找一位经理来领导这个团队：一位能够像经营业务一样管理高产量创意项目的建设者，能够指导 8-10 名设计师、开发人员和内容创作者的团队，并确保每家与我们合作的餐厅都能带走他们引以为豪的成果。
作为创意服务经理，您将对日常服务执行、一致的质量和餐厅的成果负责——包括容量规划、服务等级协议（SLA）、辅导和运营卓越性。这个职位适合一位具有营销背景（代理机构或内部）的人员领导者，能够在建立可重复交付系统、提升工艺标准以及跨职能合作中取得成功。
您是一位注重系统运作的管理者，能够将战略转化为清晰的指南和可衡量的结果。您将消除专家和客户之间的障碍，强化我们的服务模式，并与产品、产品策略、销售、客户成功、法律和财务团队紧密合作。
**日常工作内容**（职责）：
- 领导并发展一个高绩效的专家团队：招聘/入职、设定目标、每周进行一对一沟通、对活动日历和文案进行质量评估，并制定职业发展路径；建立团队内的辅导节奏和校准机制。
- 负责服务交付的卓越性：管理业务订单分配和容量，跟踪服务进展和截止日期，并保持响应和交付的服务等级协议（SLA）。
- 处理升级和质量问题：作为客户升级的第一联系人；实施质量评估检查清单和评审周期，以确保符合 Toast 创意服务指南和法律/品牌标准。
- 跨职能合作以实现规模化：与产品和产品策略团队合作，试点功能并规划扩展路径。
- 记录经验和案例研究：在小组/团队内分享成功经验。
**您需要具备的条件**（要求）：
- 在网站或定制品牌应用构建服务领域有 6 年以上经验，其中包括 2 年以上在交付或客户管理背景下的团队管理经验（例如：代理机构团队负责人或托管服务负责人）。
- 以流程为导向
查看英文原文
#### 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.
Every restaurant has a story. Toast's Creative Services team helps them tell it — building websites, launching custom-branded apps, and producing the content that turns a great menu into a great brand. We're looking for a Manager to lead that team: a builder who can run a high-volume creative program like a business, coach a team of 8–10 designers, developers, and content creators, and make sure every restaurant we touch walks away with something they're proud of.
As a Manager, Creative Services, you will be accountable for day‑to‑day service execution, consistent quality, and outcomes for restaurants—owning capacity planning, SLAs, coaching, and operational excellence. This role is ideal for a people leader with a marketing background (agency or in‑house) who thrives at building repeatable delivery systems, raising the bar on craft, and partnering cross‑functionally to scale.
You are a systems‑minded operator who can translate strategy into clear playbooks and measurable results. You’ll remove friction for Specialists and customers, strengthen our service model, and collaborate closely with Product, Product Strategy, Sales, Customer Success, Legal, and Finance.
**A Day in the Life* (Responsibilities):**
- Lead and develop a high‑performing Specialist team: hire/onboard, set goals, run weekly 1:1s, conduct QA reviews of campaign calendars and copy, and create career development paths; establish coaching rhythms and calibration across the team.
- Own service delivery excellence: manage book‑of‑business assignments and capacity, track service progress and deadlines, and maintain response and delivery SLAs
- Handle escalations and quality: serve as the first line for customer escalations; implement QA checklists and review cycles to ensure compliance with Toast Creative Services Guidelines and legal/brand standards
- Partner cross‑functionally to unlock scale: collaborate with Product and the Product Strategy team to pilot features and chart the path to scale
- Document learnings and case studies: sharing wins within the pod/team
**What you’ll need to thrive* (Requirements):**
- 6+ years in website or custom branded app building services, including 2+ years managing people in a delivery or account‑management context (e.g., agency team lead, or managed services lead).
- Process‑oriented leader with a track record of building playbooks, SLAs, and QA mechanisms that scale; comfortable with capacity planning and workload management.
- Analytical, data‑driven decision maker—comfortable using KPIs/dashboards to guide the team with defining KPIs, building dashboards, and translating performance into clear next actions for the team.
- Exceptional communicator and relationship‑builder across functions :immediate team + adjacent functions (CS, Sales)
- Comfort working in evolving environments; bias for systems thinking and continuous improvement.
- Nice to have: restaurant, SMB, or martech experience; agency background spanning multiple channels
**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](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, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our [Geographic Pay Zone Philosophy](https://careers.toasttab.com/us-pay-zones).
Zone A
$115,000—$184,000 USD
Zone B
$100,000—$160,000 USD
Zone C
$90,000—$144,000 USD
**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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: [https://careers.toasttab.com/ai-in-hiring](https://careers.toasttab.com/ai-in-hiring)
**Our Approach to Hybrid Working**
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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: [https://careers.toasttab.com/locations-toast](https://careers.toasttab.com/locations-toast)
**People Are the Secret Ingredient in Our Recipe for Success**
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
**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](mailto: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._