ABOUT THE ROLE
Enterprise support at scale generates an enormous amount of signal: contact patterns, resolution paths, escalation triggers, knowledge gaps, agent workload. Most of it currently goes unused. The Senior Director of AI Strategy exists to change that.
This is a leadership role for someone who understands what AI and intelligent tooling can realistically do inside a support organization, and who knows how to put those capabilities to work for agents, leaders, and customers. You bring a practitioner's eye (you have used these tools, not just read about them) and an operator's discipline (you know the difference between an impressive demo and something that sticks in production).
You will own Toast's AI and analytics roadmap for Enterprise Care: defining the strategy, piloting and selecting tools, and embedding intelligence into how the team operates every day.
RESPONSIBILITIES