• Define and execute the strategy for AI-driven, chat-based delivery of Toast’s educational content • Ensure content is structured, tagged, and optimized to support accurate, high-quality responses from AI models • Identifies opportunities to improve content and makes clear recommendations for actionable structural changes, content gap remediation, and content design improvements • Establish processes to continuously identify, prioritize, and close knowledge gaps surfaced through AI interactions • Serve as the Enablement organization’s subject-matter expert and point of contact for AI-related initiatives, tools, and partnerships • Lead the end-to-end program to increase customer self-service through educational content and AI-powered experiences • Establish operational rhythms, cross-functional coordination, and performance reporting to track adoption, impact, and outcomes • Identify, pilot, and scale initiatives that measurably improve self-service rates, customer self-sufficiency, content discovery, and support deflection • Own content discoverability and AI readiness strategy, defining structure and metadata standards to ensure content is indexed, surfaced, and to reduce inbound support demand • Lead optimization of non-text content (e.g., video transcripts, rich media) for AI and machine consumption as capabilities evolve • Leverage deflection data, search behavior, and customer intent signals to identify systemic gaps and opportunities across the content ecosystem • Audit high- and low-performing content to maximize self-service potential, with a focus on complex workflows and troubleshooting scenarios • Define, document, and enforce content standards, templates, and structural best practices to improve clarity, consistency, and usability across audience • Influence senior stakeholders as a trusted thought partner and authoritative source in AI-driven enablement and program management • Communicate program vision, tradeoffs, and outcomes clearly to audiences ranging from ICs to executive leadership

• Identify the highest-leverage problems facing our engineering organization and own them end-to-end • Deliver multi-quarter initiatives that span teams and functions • Facilitate tough prioritization and technical direction decisions • Establish processes that multiply the effectiveness of everyone around you

• Serve as a senior advisor to executive leadership, influencing capital planning, digital investment prioritization, and enterprise technology direction. • Define vision, outcomes, and measurable objectives (OKRs/KPIs) for technology-enabled environments across multiple markets. • Own multi-year strategic roadmaps that align technology investments to organizational goals and operational performance. • Offer thought leadership on how advanced technologies can enhance workflows, safety, productivity, occupant well-being, and operational resilience. • Own end-to-end program delivery, including scope, schedule, budget, risk, and value realization for enterprise-scale initiatives. • Guide organizations in applying best practices in project delivery, governance, and performance measurement. • Establish and lead program governance frameworks, including executive steering committees and escalation paths. • Support alignment across operations, facilities, IT, and user groups to ensure the success of major capital and technology investments. • Oversee the planning, execution, and delivery of multi-system IT and building technology programs for smart facilities and campuses. • Lead multiple concurrent, interdependent programs spanning campuses, regions, or portfolios. • Evaluate, recommend, and plan the integration of enterprise IT, smart building, and specialized systems (e.g., lab, clinical, or workplace technologies). • Ensure interoperability across operational, specialty, and facility systems, creating a cohesive ecosystem that enhances efficiency, outcomes, and user satisfaction. • Influence enterprise standards, architectures, and integration principles for smart building and digital infrastructure platforms. • Balance innovation with risk, cost, scalability, and lifecycle support considerations. • Lead executive-level workshops and decision forums, aligning stakeholders around outcome-driven, data-informed solutions. • Support organizational change management by helping clients adapt processes and workflows to leverage new technologies. • Lead workshops and design sessions to align stakeholders around outcomes-driven and data-informed solutions. • Advise clients on vendor selection, contracting strategies, and performance management for smart building systems and digital platforms. • Conduct capability assessments of vendors, ensuring alignment with client objectives and enterprise standards. • Act as an independent advocate for the client in vendor evaluations, negotiations, and scope coordination. • Assist with vendor management. • Escalate and resolve vendor performance, delivery, and financial risks impacting program outcomes. • Provide guidance on data privacy, cybersecurity, and industry-specific compliance (e.g., HIPAA, FDA, GLP, or other applicable standards). • Help clients implement robust governance and cybersecurity frameworks to safeguard sensitive data and connected systems. • Ensure compliance considerations are embedded into enterprise program governance and risk management. • Build and lead a high-performing project delivery team. • Provide direct leadership, mentoring, and performance management for program and project managers. • Foster a collaborative and inclusive project environment. • Establish delivery standards, capacity planning, and resource forecasting across programs. • Stay current with emerging smart building, IoT, and data integration technologies. • Translate industry trends into actionable strategies for clients. • Advise clients on long-term innovation roadmaps and investment sequencing. • Support clients in developing long-term innovation roadmaps.

• Implementing best practices to improve partnership performance and drive strategic initiatives. • Driving multiple projects that enhance partner integrations and operational efficiency, with a specific focus on driving the maturity and sophistication of programs over time. • Collaborating with cross-functional teams (engineering, operations, regulatory) to align on goals and deliver outcomes that meet partner needs and organizational objectives. • Identify trends and opportunities for enhancing money movement efficiency.