Manager, Creative Services

Manager, Creative Services

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.

Every restaurant has a story. Toast's Creative Services team helps them tell it — building websites, launching custom-branded apps, and producing the content that turns a great menu into a great brand. We're looking for a Manager to lead that team: a builder who can run a high-volume creative program like a business, coach a team of 8–10 designers, developers, and content creators, and make sure every restaurant we touch walks away with something they're proud of.

As a Manager, Creative Services, you will be accountable for day‑to‑day service execution, consistent quality, and outcomes for restaurants—owning capacity planning, SLAs, coaching, and operational excellence. This role is ideal for a people leader with a marketing background (agency or in‑house) who thrives at building repeatable delivery systems, raising the bar on craft, and partnering cross‑functionally to scale.

You are a systems‑minded operator who can translate strategy into clear playbooks and measurable results. You’ll remove friction for Specialists and customers, strengthen our service model, and collaborate closely with Product, Product Strategy, Sales, Customer Success, Legal, and Finance.

A Day in the Life (Responsibilities):

• Lead and develop a high‑performing Specialist team: hire/onboard, set goals, run weekly 1:1s, conduct QA reviews of campaign calendars and copy, and create career development paths; establish coaching rhythms and calibration across the team.
• Own service delivery excellence: manage book‑of‑business assignments and capacity, track service progress and deadlines, and maintain response and delivery SLAs
• Handle escalations and quality: serve as the first line for customer escalations; implement QA checklists and review cycles to ensure compliance with Toast Creative Services Guidelines and legal/brand standards
• Partner cross‑functionally to unlock scale: collaborate with Product and the Product Strategy team to pilot features and chart the path to scale
• Document learnings and case studies: sharing wins within the pod/team

What you’ll need to thrive (Requirements):

• 6+ years in website or custom branded app building services, including 2+ years managing people in a delivery or account‑management context (e.g., agency team lead, or managed services lead).
• Process‑oriented leader with a track record of building playbooks, SLAs, and QA mechanisms that scale; comfortable with capacity planning and workload management.
• Analytical, data‑driven decision maker—comfortable using KPIs/dashboards to guide the team with defining KPIs, building dashboards, and translating performance into clear next actions for the team.
• Exceptional communicator and relationship‑builder across functions: immediate team + adjacent functions (CS, Sales)
• Comfort working in evolving environments; bias for systems thinking and continuous improvement.
• Nice to have: restaurant, SMB, or martech experience; agency background spanning multiple channels

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy 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. The base salary range for this role is Zone A: 115,000—184,000 USD; Zone B: 100,000—160,000 USD; Zone C: 90,000—144,000 USD. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

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