Program Manager, Workplace Operations
New York, NY · Boston · USD 116,000-186,000 · 3+ years experience · Hybrid · Posted Sep 25, 2026
At a glance
- Experience
- 3+ years experience
- Workplace
- Hybrid
- Location
- New York, NY · Boston
- Salary
- USD 116,000-186,000 · Base salary
About the role
- As the Program Manager, Facilities & Workplace Operations (AMER) at Toast, you will serve as the strategic Product Owner for regional workplace environments and operations.
- You will oversee the outsourced partner vendor model, establish core SLAs and KPIs, design scalable Standard Operating Procedures, and deploy modern workplace technology while driving an engaging workplace culture.
Responsibilities
- Act as the strategic owner for the AMER Workplace Experience program, establishing product-like roadmap execution, SLAs, and performance scorecards.
- Direct and manage primary outsourced vendor partners (IFM, janitorial, catering, security, facilities maintenance), ensuring high-service delivery, accountability, and seamless operational handoffs.
- Establish clear key performance indicators (KPIs) and continuous feedback loops to measure and report on workplace performance, employee satisfaction, and space utilization.
- Build, document, and roll out standardized operational frameworks and SOPs across all AMER sites from the ground up, establishing operational consistency across regions.
- Support financial targets by partnering with leadership on OPEX budgeting, vendor cost management, contract negotiations, and quarterly financial forecasting.
- Drive end-to-end project management for regional workplace initiatives, site refreshes, vendor transitions, and change management strategies.
- Partner closely with internal teams—including Inclusion & Diversity, Toast.org, People/HR, and Internal Comms—to design and execute workplace experience strategies that reflect company values.
- Champion local workplace programming, community involvement, social activations, and sustainability initiatives.
- Evaluate, deploy, and manage on-site workplace technologies, including desk/room booking platforms, visitor management, event tech, and occupancy sensors.
- Translate workplace data and space analytics into actionable insights to inform future real estate strategy, space planning, and service offerings.
Requirements
- 3+ years of progressive experience in Facilities Management, Workplace Experience, or Corporate Real Estate operations within a fast-growing, matrixed environment.
- Proven track record managing complex outsourced vendor programs (IFM/third-party providers), defining contracts, and managing vendor KPIs/SLAs.
- Strong program and project management skills.
- Comfortable building processes, templates, and SOPs from scratch while keeping daily operations moving flawlessly.
- Exceptional relationship-building skills with a history of partnering with Inclusion teams, ESG/philanthropic arms, IT, Security, and HR.
- Hands-on experience implementing modern workplace management tools and leveraging analytics dashboards to make data-driven decisions.
- Comfort managing program budgets, reviewing purchase orders, tracking vendor invoices, and identifying cost-efficiency opportunities.
Preferred qualifications
- Familiarity with agile methodologies, change management strategies, or serving as a functional Product Owner
Benefits
- Competitive compensation and benefits programs
- Total rewards package including cash compensation, equity, and benefits
Workplace
- Hybrid role requiring three days in the New York City office
Skills
- Robin
- Envoy
- Elogbooks
- FM Systems
- Facilities Management
- Corporate Real Estate
- Budgeting
- Project Management
