Director Of Product, Onboarding, Hardware & Supply Chain

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. Toast’s Customer onboarding, hardware orders and inventory flows run on business systems that our Supply Chain, Finance, Care, and Onboarding teams rely on every day. As Director of Product – Onboarding, Hardware & Supply Chain Systems, you will own the vision, roadmap, and outcomes for those systems as part of the Business Technology & Transformation (BTT) organization. You will lead a team of product managers and BSAs while acting as a strategic product partner to leaders in Supply Chain, Finance, Accounting, Care, Onboarding, and Customer Success Operations. You’ll also work hand in hand with upstream and downstream BTT teams and R&D, so data and processes flow cleanly end to end across Salesforce, NetSuite, and the platforms between them and deliver scalable, high-impact solutions that support Toast’s exponential growth. A day in the life (Responsibilities) Strategy & Leadership • Set the multi-year vision and roadmap for Onboarding, Hardware & Supply Chain systems, tied to company strategy and the priorities of Supply Chain, Finance, Care, and Onboarding leaders. • Build, coach, and grow a high-performing team of product managers and analysts including hiring, career development, and clear accountability for outcomes. • Partner with senior Supply Chain, Finance, Care, Onboarding, and Technology leadership to translate business needs into scalable system solutions. • Work with upstream and downstream BTT teams and R&D to align roadmaps, manage cross-team dependencies, and agree on who owns data and integrations across systems. • Establish the team’s product operating model: how work is in-taken, prioritized, planned, and communicated, using outcome-based goals (e.g., OKRs). • Drive strategy to build scalable processes that power and support exponential growth in hardware, supply chain, and customer support operations. Product Ownership • Own the hardware order experience from order to fulfilment, inventory-related supply chain systems, 3PLs, Onboarding systems, and key master data infrastructure. • Maintain and manage the project funnel, driving prioritization across multiple functional streams spanning operational improvements and strategic initiatives. • Own and deliver outcomes for high-impact strategic initiatives from discovery and design through launch, adoption, and measured business results. • Drive enhancements, integrations, and automation to improve efficiency, accuracy, and user experience across Salesforce, Netsuite and related platforms. • Ensure successful adoption: releases are communicated, users are trained, and usage is tracked. Implementation & Optimization • Lead evaluation and implementation of new supply chain, hardware, and customer support technologies and tools, including Salesforce, NetSuite and platform integrations across business and engineering systems; making clear build vs. buy vs. configure recommendations. • Oversee integrations across enterprise platforms (Finance, Accounting, Care, Onboarding, data warehouse, and related systems). • Organize ambiguous ideas and targets into detailed functional requirements, providing point-of-view feedback on prioritization and criticality based on deep business understanding. • Lead delivery of large implementations, migrations, and enhancements, managing scope, risk, and cross-team dependencies from design through rollout. Stakeholder Engagement • Act as a trusted advisor to Supply Chain, Finance, Accounting, Care, Onboarding, and Customer Success Operations leaders; bringing a clear point of view on priorities, trade-offs, and what’s technically feasible. • Build strong working relationships with engineering, R&D, and BTT partners to resolve cross-team dependencies and keep delivery moving. • Communicate roadmap, progress, and risks clearly to executives and stakeholders at the right level of detail, in both business and technical terms. • Translate business requirements into clear, actionable functional and technical specifications, and facilitate timely decision-making across a broad network of stakeholders. • Gather regular feedback from the people who use these systems (Care agents, Onboarding consultants, Supply Chain and Finance users) and use it to guide improvements. Performance & Risk Management • Establish KPIs to track system adoption, stability, efficiency, and business results achieved through solution implementation (for example, order accuracy, on-time hardware delivery, inventory discrepancy rate, and time to onboard). • Proactively identify and manage risks in hardware, supply chain, Onboarding and customer support systems with clear mitigation plans and escalation paths. • Apply root cause analysis and systems design methodologies to resolve inventory discrepancies, hardware delivery failures, and process gaps, using a data-driven approach to problem-solving. What you'll need to thrive (Requirements) • 10+ years of experience in Product Management, Business systems, or Supply Chain/Enterprise Systems, including system implementation, platform integration, and transformation. • 5+ years in leadership roles with proven ability to build and lead high-performing teams. • Experience with Salesforce, NetSuite, TMS/3PLs and Order Management systems required. • Demonstrated skill in systems analysis, including root cause analysis and process modeling/systems design methodologies. • Proven experience driving large-scale supply chain, hardware, or enterprise system implementations, migrations, or enhancements. • Proficient in how applications share data and communicate; expert in how data flows across systems, with the ability to articulate simple and accurate solutions to both technical and non-technical audiences. • Exceptional stakeholder management, influence, and negotiation skills, with the ability to build relationships with key executives. Preferred Skills • Experience with customer support platforms (Salesforce Service Cloud, Amazon Connect, etc.) preferred. • Experience in high-growth, global companies. • Experience with vendor management, contract negotiation, and budget ownership for enterprise platforms. • Experience with 3PL/logistics partners, returns (RMA) or asset management. • Familiarity with emerging technologies in supply chain and hardware operations (AI/ML, automation, analytics tools). • Track record of success presenting to senior executives. • Ability to thrive in a fast-paced, dynamic environment. Success Profile • Strategic leader who sets a clear vision and roadmap for Onboarding, Hardware & Supply Chain systems, and delivers measurable business results. • Trusted partner to Supply Chain, Finance, Care, and Onboarding leadership; and to upstream and downstream BTT teams. • A leader who builds and develops a high-performing product team with strong delivery habits. • Change agent who drives operational transformation across hardware, supply chain, and customer support systems. • Passion for building scalable, efficient, and future-ready systems. • A results-driven owner who measures success by business outcomes (accuracy, delivery, adoption, efficiency), not features shipped. 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 independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to