Director of Onboarding Quality & Readiness

8+ years leading quality, operations, or product-readiness functions in SaaS or technology environments

Familiarity with stacking mechanisms (WBR, QBRs, etc) that define operational rhythms

Proven experience improving measurable customer outcome metrics (e.g., defect reduction, early ticket reduction, customer success KPIs)

Strong analytical capability; ability to link operational inputs to customer outcomes

Experience influencing product roadmap through quantified business impact

Demonstrated success leading cross-functional performance improvement initiatives

$162,000

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$259,000 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.

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

The Director of Onboarding Quality & Readiness owns measurable early-life customer outcomes.

This role is accountable for improving First Time Right (FTR) and other defined early-life quality KPIs by driving an already first class early life customer experience to new heights.

This leader will carry the pen for defining the holistic, cross-functional OB strategy.

This leader partners across Onboarding, Product, Care, and Sales  to define readiness standards, build validation into workflows, and eliminate systemic drivers of customer friction.

Own Early-Life Quality Outcomes

Accountable for improving First Time Right (FTR) and defined early-life KPIs

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.

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