Sr. Manager Care Change, Engagement, and Culture

Toast is a powerful and easy-to-use all-in-one restaurant platform that helps restaurants grow their businesses and delight their guests in new and innovative ways. Our mission is to empower the global restaurant community to delight their guests, do what they love, and thrive. 

The Sr. Manager of Care Change, Engagement, and Culture will report to the Director of Quality, Change, and Culture and is responsible for leading the development, implementation, and ongoing management of change management practices and strategies within the organization. This role will ensure that change initiatives are effectively managed and that individuals and teams are supported throughout the change process, ultimately driving successful adoption and sustainability of changes while fostering a proactive and resilient organizational culture.

About this roll* Responsibilities):

• Develop Change Management Framework: Create and refine the organization's change management system.
• Lead Change Management Initiatives: Oversee the planning and execution of change initiatives across Care, ensuring alignment with organizational goals and objectives.
• Stakeholder Engagement: Collaborate with senior leadership, project managers, and departmental teams to identify change requirements and impacts. Build strong relationships to facilitate communication and collaboration.
• Lead our Culture & Engagement Program(s): Act as a cultural ambassador, driving initiatives that are globally minded while also bringing in a stronger emphasis on localized, site specific needs ensuring all programs align with and promote the desired organizational culture. Engage employees in discussions around values, behaviors, and practices that support a culture of change and innovation. Support our recognition programs in partnership with Performance Management and Operations. 
• Assess Change Impact: Conduct change assessments to understand the effects of changes on people and processes, using data to inform decision-making and to refine change plans.
• Monitor and Report: Establish metrics to measure the success of change management efforts and cultural initiatives, reporting on progress to stakeholders and making recommendations for continuous improvement.
• Support Change Agents: Identify and empower change champions and cultural advocates within the organization to foster support and encourage adoption of change initiatives.
• Communication Strategy: Develop and implement communication strategies that articulate the importance of change initiatives and cultural evolution, ensuring that messaging resonates with staff at all levels.
• Continuous Improvement: Stay updated on industry trends and best practices in change management and organizational culture, applying insights to enhance the CoE's offerings.

Do you have the right ingredients* (Requirements)

• A minimum of 5 years of experience in change management, organizational development, or a related field.
• Certification in change management methodologies (e.g., Prosci, CX, or equivalent).
• Proven track record of leading organizational change efforts and cultural initiatives in complex environments.
• Strong knowledge of change management principles and frameworks, particularly the ADKAR model.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Strong analytical and problem-solving abilities to assess change impact and drive continuous improvement efforts.
• Proven ability to work independently and with ambiguity 
• Experience working in or with a Support organization a plus

Our Spread of Total Rewards

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.

*Bread puns encouraged but not required