The board
- Pay
- $101,000–$162,000/yr
- Where
- Boston, MA
- Posted
- Sep 25
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.
As the Program Manager, Facilities & Workplace Operations (AMER), you will serve as the strategic "Product Owner" for our Americas workplace environments and operations. In this high-impact individual contributor role, you will define, scale, and run our regional workplace experience program while laying the operational foundation for long-term growth. This position is equal parts operator, program manager, and cultural champion. You will oversee our outsourced partner vendor model, establish core SLAs and KPIs, design scalable Standard Operating Procedures (SOPs), and deploy modern workplace technology—all while driving an engaging workplace culture aligned with our company values.
What you'd do
- Vendor Oversight & Program Leadership (The "Product Owner" Approach)
- Act as the strategic owner for the AMER Workplace Experience program, establishing product-like roadmap execution, SLAs, and performance scorecards.
- Direct and manage primary outsourced vendor partners (IFM, janitorial, catering, security, facilities maintenance), ensuring high-service delivery, accountability, and seamless operational handoffs.
- Establish clear key performance indicators (KPIs) and continuous feedback loops to measure and report on workplace performance, employee satisfaction, and space utilization.
- Process Architecture, SOPs & Financial Management
- Build, document, and roll out standardized operational frameworks and SOPs across all AMER sites from the ground up, establishing operational consistency across regions.
- Support financial targets by partnering with leadership on OPEX budgeting, vendor cost management, contract negotiations, and quarterly financial forecasting.
- Drive end-to-end project management for regional workplace initiatives, site refreshes, vendor transitions, and change management strategies.
- Culture, Community & Values Integration
- Partner closely with internal teams—including Inclusion & Diversity, Toast.org, People/HR, and Internal Comms—to design and execute workplace experience strategies that reflect our company values.
What they want
- Experience: 3+ years of progressive experience in Facilities Management, Workplace Experience, or Corporate Real Estate operations within a fast-growing, matrixed environment.
- Vendor Operations: Proven track record managing complex outsourced vendor programs (IFM/third-party providers), defining contracts, and managing vendor KPIs/SLAs.
- Program Management Mindset: Strong program and project management skills; familiarity with agile methodologies, change management strategies, or serving as a functional "Product Owner" is a major plus.
- Building in Ambiguity: A demonstrated "we can figure it out" attitude. You are comfortable building processes, templates, and SOPs from scratch while keeping daily operations moving flawlessly.
- Cross-Functional Collaboration: Exceptional relationship-building skills with a history of partnering with Inclusion teams, ESG/philanthropic arms, IT, Security, and HR.
- Tech-Savvy: Hands-on experience implementing modern workplace management tools (e.g., Robin, Envoy, Elogbooks, FM Systems) and leveraging analytics dashboards to make data-driven decisions.
- Financial Literacy: Comfort managing program budgets, reviewing purchase orders, tracking vendor invoices, and identifying cost-efficiency opportunities.