Director, Customer Trust

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.

Our customers trust us with their payments, their staff data, and the system their restaurant runs on. We hold ourselves to a high bar in protecting it. This role's job is to make that provable — to a restaurant group's IT team, to an enterprise procurement reviewer, and to a regulator — fast enough that security becomes a reason we win deals rather than a step that slows them down.

This is one of the clearest expressions of a broader shift underway in Toast's new Trust & Security organization: moving from a compliance-led, reactive function toward one that's engineering-led and proactive, where trust is treated as a product rather than asserted in documents. Customer Trust is the business engine of that shift.

The role has two halves, and we want to be upfront about that. The first is external customer-facing: you own how Toast demonstrates its security to the market. The second focuses on our internal customers and stakeholders: you own the planning and operating rhythm of the security organization itself. Both are senior work, and the combination will have significant impact across the company.

A day in the life (Responsibilities) 

• Run the Customer Trust Program:  Own the Trust Center, customer security reviews and questionnaires, and how we support the sales team. You own the customer-facing surface — the Trust Center, the review process, and the relationship with sales. Our Security Assurance & Compliance team produces the underlying evidence; you decide how it's presented and how fast it moves.
• Lead Governance and Reporting:  Own policy, security measurement, and the reporting rhythm for leadership, the board, and regulators, so each audience is working from a rhythm they trust.
• Run Security Business Operations:  Own portfolio management, joint planning, and workforce and budget planning for the security organization; write the budget and headcount case that leadership believes.
• Build Security Culture:  Build awareness and design our champions program so it extends the security function's reach without adding headcount.

What you'll need to thrive (Requirements)

• You've built a customer-facing trust or assurance program for a platform business — a Trust Center, a customer security review function, or a security sales-support motion.
• You work comfortably where security, sales, and executive communication meet, and you can translate security posture into business terms.
• Strong program and portfolio management, and you can write a budget and headcount case that people believe.
• You've presented to executives, boards, and regulators.
• You've led a team of 10 or more, including managers.

What will help you stand out (Nonessential Skills/Nice to Haves)

• Payments, fintech, or another regulated platform business.
• A background spanning both a technical security function and a customer-facing one.
• Experience turning a security program into an asset the sales team relies on.

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.