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Principal Data Product Manager, Applied AI

Toast, Inc.Boston, MA
On-site Full-time $119K/yr - $190K/yr

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Experience Level

Manager

Qualifications

Key Responsibilities:Enablement and Shared PracticeTechnical Resource: Be the primary expert on applied AI and NLP within the CS data domain for your CSDA colleagues and other Toast teams. Best Practices: Develop and sustain a comprehensive library of insights on effective prompting techniques, potential challenges, and CS data structuring for AI applications. Market Intelligence: Keep abreast of how CS data interacts with AI tools across the organization to ensure CSDA remains at the forefront of innovation. Facilitation: Facilitate AI prototyping initiatives, assisting analysts and stakeholders in structuring experiments for reliable and actionable outputs. Applied AI and ML Product DevelopmentPortfolio Ownership: Lead a dynamic portfolio of prototyping efforts focused on enriching the CSDA data model with insights derived from unstructured contact data. Strategic Focus: Concentrate on areas such as contact classification, intelligent summarization, sentiment analysis, churn signal detection, and product mention extraction. End-to-End Design: Oversee the entire pipeline from problem definition and prompt creation to embedding insights into actionable products.

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

About Toast, Inc.

Toast is dedicated to transforming the restaurant and local business landscape by providing innovative technology solutions that enhance operational efficiency, drive sales growth, and elevate customer engagement.

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