Senior Product Manager, Support AI Experimentation

Location: Remote, USA Department: R & D : Product : Customer Experience Platform 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 speed, customer effort, and the overall quality of the Toast support experience. As our Senior Product Manager, Support AI Experimentation, you sit at the front edge of that work — operating as our dedicated scout and experimentation lead for AI-driven support concepts. While partner teams own the infrastructure and scale-out, you own the question that comes before all of that: what should we actually try? This role is for someone who can't stop thinking about what's next in AI, who has strong opinions about what's hype versus signal, and who gets genuine energy from turning a "what if" into a fast, scrappy experiment with a clear answer. About this roll * (Responsibilities) Scout the AI landscape continuously — new models, tools, agents, retrieval approaches, voice systems — and rapidly develop sharp POVs on what Toast's support organization should be testing and why. Design and run lightweight experiments to pressure-test AI-driven support concepts before they're ready for infrastructure investment, moving from hypothesis to results without waiting for perfect conditions. Make go/no-go calls on exploration threads with clarity and conviction, synthesizing experimental findings into crisp recommendations that partner teams can act on. Own and actively manage a shifting experimentation roadmap, knowing when to pursue a new thread, when to double down on early signal, and when to kill something that isn't working. Translate findings into business-relevant outcomes — connecting experiment results to deflection rates, resolution speed, customer effort, and care team efficiency — so stakeholders understand what's at stake. Collaborate closely with engineering, data science, support operations, and platform teams to hand off proven concepts and ensure experimentation outputs land in production. Do you have the right ingredients*? You are genuinely AI-native: you follow model releases, you experiment with new tools on your own time, you have real opinions about what's useful versus overhyped, and you get excited when someone says "have you seen what this new model can do?" — this is not optional, it is the core of the role. 5+ years of product management experience, with meaningful time spent on AI or ML-powered products in production; bonus if that includes conversational AI, support tooling, or customer-facing automation. Demonstrated ability to run fast, scrappy experiments — you know how to get to a meaningful result without waiting for perfect infrastructure, and you know how to read the signal clearly when you get there. Strong judgment about which ideas are worth pursuing: you can articulate why a particular AI approach is worth Toast's time, and you can say no (and explain why) just as confidently as you say yes. Comfortable operating in ambiguity with a shifting portfolio — you don't need a stable roadmap handed to you, and you thrive when the work evolves quickly as the technology does. Able to connect experimental work to business outcomes and communicate findings credibly to technical and non-technical stakeholders, from engineering partners to support operations leadership. Experience working across team boundaries to hand off proven concepts — you know how to set a partner team up for success and don't need to own the build to feel ownership over the outcome. 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 attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits . The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy . Zone A $159,000 — $254,000 USD Zone B $138,000 — $221,000 USD Zone C $125,000 — $200,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast . Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com . ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.