Senior Product Manager, Support AI Experimentation

Job description

Title: Senior Product Manager, Support AI Experimentation Location: Remote, USA #remoteLI: About Toast: 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. Are you bready* for a change? (Team Info) The Support R&D team is shaping how hundreds of thousands of restaurants get help — and how Toast's care organization delivers it. Our scope spans three interconnected domains: the self-serve experiences customers use to understand their accounts, find answers, and resolve issues independently; the tools that empower Toast's human care agents to deliver fast, accurate, high-quality support via phone, chat, and email; and the AI-powered systems that deliver support directly — through chat and voice — at scale. This is a high-leverage, high-visibility domain at the intersection of product, support operations, and AI. The systems we build connect deep customer context — accounts, devices, subscriptions, billing, cases — with intelligent knowledge retrieval, omnichannel support infrastructure, and increasingly capable AI. Our work directly influences deflection rates, resolution...