Tax Operations Manager

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.

The Payroll Operations Manager, Tax Payments will lead two complementary tax operations functions. The first is the Tax Operations payments team, responsible for the daily collection and payment of customer payroll taxes. Secondly, this individual will oversee the Tax Health Check program, which deploys specialists to proactively assist customers in provisioning their tax deliverables — including Third Party Administrator linking and Tax ID registration — to resolve tax filing or payment blockers for customers.

The ideal candidate is a people-first leader who excels at building high-performing teams, establishing rigorous quality control, and driving continuous process improvement across multiple operational workstreams. This role is critical to ensuring Toast customers experience accurate, timely tax payments while measurably increasing the number of customers saved from compliance issues through proactive intervention.

A day in the life (Responsibilities)

• Manage, coach, mentor, and develop team members across the Tax Payments team and Tax Health Check program, fostering accountability and a culture of continuous improvement.

• Build and maintain quality control frameworks for the Tax Payments team, ensuring accurate and timely collection and payment of customer payroll taxes across all processing cycles.

• Drive standardization and disciplined execution of Tax Payments team processes, identifying and closing gaps in workflows to reduce error rates and improve throughput.

• Lead process improvement initiatives for the Tax Health Check program with the goal of increasing the volume of customers successfully provisioned and protected from negative tax filing or payment experiences.

• Oversee Tax Health Check specialists as they guide customers through TPA linking, Tax ID registration, and tax deliverable setup, ensuring a consistent and high-quality customer experience.

• Monitor workflow efficiency and audit operational performance across both functions; identify trends, surface risks, and implement corrective actions as needed.

• Build, maintain, and regularly present key performance indicators and OKR progress to stakeholders, including senior leadership.

What you'll need to thrive (Requirements)

• 7+ years of professional experience, including 4+ years of payroll tax experience

• 2+ years of people management or team leadership experience

• Demonstrated ability to build, document, and execute standardized operational processes

• Experience designing or operating quality control programs within a tax, payroll, or financial operations environment

• Track record of driving measurable process improvement outcomes

• Strong communication, interpersonal, and analytical skills with the ability to operate across all levels of the organization

• Solution-oriented with proven ability to manage multiple priorities in a high-paced, fluid environment

• Proficient in Microsoft Excel

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

• Experience with payroll tax customer onboarding, provisioning, or TPA linking workflows

• FPC or CPP Certification

• Payroll Service Provider experience

• Experience with MasterTax

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