Director of Operational Excellence

📋 Description

• Build and scale Toast's Process Engineering & CI program; strategy, roadmap, operating model.
• Lead end-to-end redesign across the customer lifecycle with cross-functional partners to optimize workflows.
• Identify and resolve systemic issues; design a repeatable CI operating model from intake to validation.
• Leverage AI and automation to scale operations and streamline workflows.
• Eliminate waste using Lean/Six Sigma (DMAIC, value stream analysis) for measurable gains.
• Define and own enterprise KPIs; track cycle time, handoffs, capacity and cost-to-serve.

🎯 Requirements

• 10+ years in process engineering, operations, continuous improvement, or transformation leadership; proven enterprise-wide impact.
• Proven AI and automation deployments in production to boost efficiency and scale processes.
• Deep expertise in process improvement methods: process mapping, value stream analysis, root cause analysis (5 Whys, Fishbone, DMAIC, A3); Black Belt preferred.
• Demonstrated ability to drive measurable impact: faster resolutions, lower cost-to-serve, reduced errors, improved NPS/CSAT.
• Ability to lead cross-functional investigations; secure commitments from senior leaders; accountable without direct authority.
• Strong analytical and systems-thinking mindset; comfortable with operational data to surface patterns and quantify impact.

🎁 Benefits

• Hybrid work model balancing in-person collaboration with flexibility.
• Inclusive culture with DEI baked into our recipe for success.
• Transparent geographic pay zones and pay philosophy.
• Remote-friendly with global locations for collaboration.
• Career growth and leadership development across cross-functional programs.