Senior Director, Enterprise Customer Care - AI Strategy

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

• Define and own the AI and intelligence strategy for Enterprise Care, aligned to the Journey Ownership model and the organization's 6- and 12-month roadmap.

• Pilot, evaluate, and recommend AI tools for agent-facing use cases: co-pilot and in-call assist, smart case routing, knowledge base article suggestions, escalation prediction, and automated SOP drafting.

• Partner with the Enterprise Support Program Manager and internal Product and Engineering teams to move AI tooling from pilot to production, including integration with Salesforce, the KB platform, and ticketing systems.

• Design the analytics framework that Enterprise Care runs on: a clear set of intelligence products (dashboards, signals, and periodic reports) that leaders and agents can act on without routing every question to a central data team.

• Own the complexity intelligence layer: build or commission the tooling to classify enterprise contacts by complexity tier, identify high-effort accounts, a

Department: Customer Success : Customer Care : Enterprise