Toast: Senior Enterprise Process Engineer

Headquarters: United States
URL: https://pos.toasttab.com/?srsltid=AfmBOoo8wW91HkpMsshu2DyL9RieQmtrYW9efWs9TGKeXL4NgPDGOv8k

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

We are seeking a Senior Enterprise Process Engineer to drive the design and evolution of critical processes across the Enterprise line of business. As our Enterprise business continues to grow, scaling how work flows across teams, systems, and lifecycle stages is essential to delivering a consistent and high-quality customer experience.

This role will focus on analyzing, designing, and improving the operational processes that support the Enterprise customer lifecycle — from acquisition through onboarding, success, support, and renewal. Working closely with stakeholders across Sales, Marketing, Solutions, Onboarding, Customer Success, Care, Billing, Product, and Systems teams, you will identify operational friction, redesign workflows, and ensure scalable processes are implemented effectively.

The ideal candidate brings strong systems thinking, deep process improvement experience, and the ability to drive cross-functional change in a complex, fast-moving environment.

A day in the life (Responsibilities)

Enterprise Process Engineering: 

• Map, analyze, and redesign critical operational processes across the Enterprise customer lifecycle to improve scalability, efficiency, and customer outcomes.
• Identify opportunities to streamline handoffs, eliminate manual work, and reduce operational friction across teams and systems.

Cross-Functional Process Improvement Initiatives:

• Partner with leaders across Sales, Solutions, Customer Success, Care, Billing, Product, and Systems teams to drive process redesign efforts that improve how work flows across the Enterprise operating model.
• Lead structured process improvement initiatives from problem identification through implementation.

Systems & Process Alignment:

• Collaborate with internal systems teams to ensure operational processes are properly reflected in supporting tools and platforms, including CRM and lifecycle management systems.
• Translate operational requirements into clear system needs and partner with technical teams during implementation.

Operational Analysis & Root Cause Identification

• Analyze operational performance and identify root causes of inefficiencies, breakdowns, or customer friction.
• Use structured methodologies such as process mapping, workflow analysis, and root cause analysis to develop solutions.

Implementation & Adoption:

• Ensure redesigned processes are effectively implemented and adopted across teams by partnering with stakeholders on rollout plans, documentation, and operational alignment.
• Drive accountability and follow-through across cross-functional teams to ensure improvements deliver measurable impact.

What you'll need to thrive (Requirements)

• 7+ years of experience in process engineering, operations, program management, or business transformation within a SaaS or technology environment
• Proven experience designing and implementing cross-functional process improvements
• Strong expertise in process mapping, workflow design, and operational analysis
• Demonstrated ability to drive change across multiple teams without direct authority
• Strong systems thinking and understanding of how tooling, process, and lifecycle operations intersect
• Experience working with enterprise operational systems such as Salesforce, DocuSign, ServiceNow, or customer lifecycle tooling
• Excellent stakeholder management and communication skills (written and verbal)
• Ability to thrive in ambiguity and bring structure to complex operational challenges
• Demonstrates curiosity for and comfort experimenting with emerging technologies and tools (including AI-driven productivity and workflow automation) that can improve operational efficiency
• Lean Six Sigma Green Belt certified (or equivalent)

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