AI Operations Lead, Toast IQ

About the Role

Toast IQ is our agentic platform for local business: a growing set of specialized AI agents and capabilities designed to take real work off an operator’s plate, from driving demand and managing labor to optimizing the back office. As we expand this portfolio across multiple lines of business, we need to ensure that what we build comes together as a coherent platform, reaches the market effectively, and produces meaningful customer and business impact.

The AI Operations Lead will help build and run the operating system that connects AI strategy to execution and market impact. You will help shape how our AI portfolio comes together, is launched, and adopted, building the operating engine that brings this experience to life, and turning customer, market, and technology signals into better product and commercial decisions.

This is a highly cross-functional, hands-on leadership role working directly with the VP of Product for Toast IQ, partnering across product, design, engineering, marketing, sales, and support.

Responsibilities

• Create visibility across Toast’s broader AI efforts and run portfolio ops: Connect work happening across the agent portfolio and other AI initiatives. Share learnings, identify opportunities to reuse capabilities, and surface key decisions. Maintain visibility into ownership, sequencing, dependencies, key decisions, risks, progress, and enablement.
• Build Toast’s AI presence: Partner with product, design, engineering, and marketing to make Toast’s AI products, technical insights, customer outcomes, and talent more visible through launches, customer stories, product and engineering content, and social channels both internally and externally.
• Turn high-impact ideas into action: Identify opportunities to accelerate Toast’s AI strategy, develop a strong point of view on what we should do, and drive work from concept to tangible outcome.
• Help shape the AI portfolio strategy: Partner with product and business leaders to define target customers, priority use cases, positioning, packaging, sequencing, and launch plans across Toast’s AI portfolio.
• Build an AI-powered engine that gets smarter over time: Use AI to continuously synthesize customer insights, product performance, market shifts, and changes in underlying technology to improve products and go-to-market execution.
• Turn a fast-moving AI market into an advantage: Stay current on AI trends and translate emerging patterns into strategic implications for Toast.

Requirements

• Fluent with AI products, including how they work and leading patterns in B2B and consumer markets.
• 5+ years of experience in product operations, business operations, go-to-market strategy, or product marketing, working alongside product and engineering teams.
• Demonstrated ownership of complex or emerging products from development through launch, internal enablement, customer adoption, and market learning.
• Exceptional written and verbal communication skills, with the ability to translate complex information into clear narratives for customers, GTM teams, and leadership.
• Track record of building repeatable, cross-functional operating models.
• Strong product and commercial judgment to translate technical capabilities into customer value.
• Ability to move fluidly between strategy and execution.
• Strong analytical skills and experience defining launch metrics.
• High judgment and comfort operating in ambiguity.

Nice to Haves

• Experience bringing AI/ML, agentic, platform, or rapidly evolving technical products to market.
• Experience building a launch, commercialization, or adoption motion.
• Experience in a startup or high-growth environment requiring range and adaptability.
• Experience developing customer proof, product demonstrations, or technical thought leadership.
• Vertical SaaS, SMB, or restaurant and hospitality technology experience.
• Familiarity with AI product evaluation and commercial considerations.
• BA/BS or equivalent practical experience.

Hiring Process Note

Toast uses AI tools to assist recruiters and interviewers with note-taking and documentation. All hiring decisions are made by humans. Candidates are expected to complete interviews and assessments independently without real-time AI tools, recording, or transcription bots.