Senior Manager, Talent Operations

<p>Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.&nbsp;Our Talent Operations team is the heartbeat of our People and Places function, responsible for building global scalable tools, systems, processes, and dashboards that support our employees at every stage of their employee journey. We are helping transform the way that the People and Places Team delivers service to employees.</p> <p>As the Senior Manager of Talent Operations (NA) you will help build and deliver a frictionless employee experience spanning across the employee lifecycle for our teams in North America. You will have a critical role on the operations leadership team and will play a part in building out a global “shared services” model. In this role, you will be accountable for the team of people providing front line support for all employee inquiries including benefits and leave administration as well as other operational activities and program delivery. To be successful in this role, you must have a customer-centric and continuous improvement mindset, a proven ability to leverage technology and processes to elevate the employee experience, strong stakeholder management as well as experience building and managing a shared services team in a global matrixed organization.</p> <p>This role reports to the Director, Talent Operations and will work closely across our global centers of excellence (COEs).</p> <p>&nbsp;</p> <p><strong>A day in the life (Responsibilities)&nbsp;</strong></p> <ul> <li>Lead People Services (Shared Services) delivery for the North America region.</li> <li>Coach, manage and develop a team of people operations professionals, with a focus on high-quality service delivery across the employee lifecycle including operations, benefits, compensation, and more.</li> <li>Define and monitor metrics and SLAs to measure success of the team and provide insights for decision-making.</li> <li>Drive continuous improvements focused on automation, standardization and scalability that improve Toaster experiences, increase efficiency, and ensure compliance with local laws and customs.</li> <li>Build strong relationships with stakeholders across the People Team, Legal, Finance, and Business teams to influence change and drive the adoption of an evolving service delivery model.</li> <li>Be the local subject matter expert that can influence Global COEs on program design that is locally relevant and compliant while aligned to global principles.</li> <li>Partner across the People &amp; Places team globally to prioritize and deliver on a variety of small to large, complex, integrated People team initiatives.</li> </ul> <p>&nbsp;</p> <p><strong>What you'll need to thrive (Requirements)</strong></p> <ul> <li>Typically requires 12+ years of related experience with a Bachelor’s degree; or 8+ years and a Master’s degree; or a PhD with 5+ years experience; or equivalent experience.</li> <li>7+ years of experience in managing People Operations/Shared Service Functions.</li> <li>5+ years of proven people management and leadership experience in a global organization.</li> <li>Experience operating in a matrixed structure.</li> <li>Expertise in Global HR Transformation, strategy, design and transition of People Operations to create value for the organization.</li> <li>Manage compliance with labour regulations, GDPR requirements and best practices to ensure Toast remains compliant.</li> <li>Familiarity with SOX and have managed programs and processes that are SOX compliant.</li> <li>Proficiency in leveraging AI technologies, including platforms like Claude, to optimize operational workflows, accelerate service delivery, and elevate overall employee experience.</li> <li>Understanding of HR Technology, HR reporting, workflow, and auditing requirements (experience with Greenhouse, Workday and ServiceNow is valuable).</li> <li>Excellent analytical, problem solving an