Workforce Management Analyst

The full job description

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 IQ Grow pairs every restaurant on the bundle with a Marketing Success Manager (MSM) — a dedicated human to drive sales to the restaurant. Demand has outpaced our plan, and the program now scales on the back of a fast, continuous hiring cadence. Every new MSM has to be hired, provisioned, onboarded, assigned a book of restaurants, and tracked. This role owns that machine. You'll be the operational backbone of the MSM workforce: making sure every new hire lands with the right system access on day one, that restaurants are matched to the right MSM, and that we have a single reliable source of truth for who is in the program, what they're working on, and where the gaps are. It's an entry-level role with unusual visibility A day in the life (Responsibilities)  • Own new-hire readiness and systems access: Drive every MSM from offer to fully operational. Submit and track access requests across Zip, Salesforce, Toast internal tools, and the marketing agent; confirm provisioning is complete before the start date; and chase the exceptions so no MSM sits idle in their first week. Build the checklist that makes this repeatable, then push to automate it. • Facilitate the hiring cadence: Partner with recruiting and the contracting team to keep requisitions, offers, paperwork, and start dates moving on schedule. Maintain the hiring tracker, flag slips against plan, and group start dates into cohorts so onboarding and training happen in batches rather than one-offs. • Manage MSM-to-restaurant assignment: Run the process that matches new and existing restaurants to MSMs — balancing book size, segment or cuisine fit, time zone, and MSM tenure. Keep assignments current through churn, reassignment, and MSM departures, and make sure every restaurant has a named owner at all times. • Close the loop on program health: Track onboarding and offboarding completion, surface recurring friction (access delays, unassigned restaurants, MSMs over or under capacity), and propose fixes. Coordinate offboarding and access removal cleanly when contracts end. • Support capacity planning: Feed clean roster, attrition, and book-size data into the team's capacity model, and help translate restaurant growth into an MSM hiring need. You won't own the model, but you'll own the inputs that make it credible. What You'll Work With • A small, fast-moving team  • Cross-functional partners across recruiting, enablement, IT and access management, finance, and MSM management • A distributed workforce of marketing success managers across multiple geographies and time zones • Tooling that's early by design: expect to build the tracker before you get the platform What you'll need to thrive (Requirements) • 0–2 years in operations, program or workforce coordination, recruiting coordination, HR ops, or a similarly process-heavy role  • Exceptional follow-through: you keep a long list of small, unglamorous things moving without being asked twice • Strong spreadsheet and tracker skills, and the instinct to notice when a manual process should become a system • Clear written communication across many stakeholders, including people more senior than you • Comfort with ambiguity • Bonus: exposure to access and provisioning workflows or workforce management concepts   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;