Director, FinTech Operations & AI Transformation

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.   ABOUT THE ROLE We are looking for a transformational operator to lead the next chapter of our Financial Services Operations organization. This is not a steady-state management role. We are at an inflection point — transitioning from a human-led, high-touch model to a high-touch, agentic human-in-the-loop model — and we need a leader who can drive that transformation while simultaneously holding the line on the SLAs that underpin some of Toast's highest-NPS products. Reporting directly to the Head of Embedded Finance, the Director of Operations & AI Transformation will own end-to-end operational delivery across Embedded Finance - Banking, Lending, Collections, Leasing, Spend Management, and Financial Management. You will manage a team of 30+ managers and operators through an AI transformation roadmap, and redefine what "great" looks like in financial services operations.   WHAT YOU'LL OWN Operational Leadership & Performance - Own SLA performance and quality outcomes across all Embedded Fintech product verticals. - Build and maintain the operational dashboards, capacity models, and escalation frameworks needed to run a high-performing 30+ person organization. - Partner with Product and R&D to reduce the operational burden caused by gaps between applications and disparat