About the job
Toast supports restaurants and local businesses as they navigate the digital landscape. The platform helps owners manage daily operations, boost sales, engage their customers, and keep teams motivated.
The Customer Success Data and Analytics (CSDA) group focuses on transforming unstructured customer interactions into actionable insights. By applying Natural Language Processing (NLP), Machine Learning (ML), and Large Language Models (LLMs), the team builds data products that inform Care Operations, Customer Success, Education, and Voice of the Customer programs.
Role overview
The Principal Data Product Manager, Applied AI, leads initiatives to harness AI-powered data for a deeper understanding of customer experience. This position centers on prototyping, validating, and scaling a portfolio of AI-driven data products. These solutions enable the Customer Success organization to access and use customer insights more effectively.
Collaboration is central to this role. The Principal Data Product Manager works with teams across Toast, sharing expertise and supporting the application of customer success data in AI contexts. The aim is to deliver data products that are efficient, consistent, and reliable.
What you will do
- Prototype, validate, and scale AI-driven data products for Customer Success
- Work directly with platforms such as Snowflake and Hex
- Partner with Customer Success leaders to communicate the impact of data innovations
- Serve as a resource and thought partner for teams using customer success data
- Encourage efficient, consistent, and reliable use of AI-enhanced data across departments
Who thrives in this role
- Comfortable taking ownership and working independently
- Experienced with technical platforms and tools (such as Snowflake and Hex)
- Skilled at collaborating with both technical and non-technical teams
- Enjoys a mix of hands-on technical work and cross-functional partnership
Location
Boston, MA
