Principal Product Manager - Ticketing & GTM Strategy

Toast creates technology to help restaurants and local businesses succeed in a digital world. Toast Tables is Toast’s dining room, reservation, and waitlist management engine integrated directly into the Toast Point of Sale. Toast Ticketing is the newest product capability built on top of Tables, allowing restaurants and venues to sell tickets to hosted events (wine dinners, comedy nights, holiday pre-orders), collect payment, and manage guest check-ins directly at the door.

As Principal Product Manager for Toast Ticketing, you will own the product end to end as it transitions from open beta to General Availability (GA) and enterprise scale. In this high-leverage individual contributor role, you will lead the weekly engineering build loop, spend significant time directly with restaurant operators, establish pricing and packaging with Go-To-Market (GTM) leadership, and drive commercial adoption metrics (ticket sales, fee revenue, and selling venues). You will also leverage AI tools daily to prototype, analyze operational data, research customer behavior, and accelerate execution.

Key Responsibilities

• Ticketing Strategy & Roadmap Ownership: Own the end-to-end product strategy and roadmap for Toast Ticketing as it transitions from open beta to General Availability and expands to new venue categories.
• Weekly Engineering Build Loop: Partner daily with dedicated engineering and product design teams to frame customer problems, prioritize weekly releases, define scope, and measure product impact.
• Customer Research & Feedback Loops: Conduct frequent on-site and remote customer interviews, observing live event setups and converting operator feedback into tight product specifications.
• Commercialization & GTM Partnership: Partner with Sales, Onboarding, Marketing, and Customer Support on pricing recommendations, rep enablement, packaging models, and funnel optimization.
• Operational Escalations & Customer Success: Directly manage live customer escalations (tax configuration edge cases, payment flow issues, ticket scanning hardware) until formal support motions are fully established.
• Business P&L & Metric Ownership: Track and optimize core business metrics, including active ticket-selling restaurants, gross ticket volume, and platform fee revenue.

Requirements

Product Management Depth & Commercialization

• 8+ years of progressive product management experience owning a complex product area and driving end-to-end business outcomes.
• 0-to-1 Product-Market Fit: Proven track record taking an early-stage software product from initial beta users to product-market fit and commercial scale.
• Customer-Led Product Decisions: Demonstrated success modifying product strategy and feature scope based on direct qualitative user research and observational customer data.
• End-to-End Revenue Ownership: Experience managing pricing strategy, GTM alignment, and executive reporting for revenue-generating products.
• Data Fluency & AI Tooling: Track record defining and tracking KPIs, pulling product analytics, and using AI tools daily for workflow productivity, research, data analysis, and prototyping.
• Communication: Exceptional written and verbal communication skills across technical engineering teams and non-technical business partners.

Location & Hybrid Work Logistics

• Ability to work remotely within the US (EST timezone preferred) or hybrid out of Toast's Boston, MA or New York City, NY office hubs.

Preferred Qualifications

• Prior PM experience within payments, e-commerce, event ticketing, marketplace, or POS point-of-sale platforms.
• Domain experience in restaurant tech, hospitality operations, or complex SMB software.
• Experience building and scaling 0-to-1 products inside a larger public enterprise or matrixed organization.
• Technical proficiency pulling data using SQL or prototyping features with code.

Total Rewards & Benefits

• Compensation & Equity: Tiered base salary ($149,000 – $304,000 USD) + competitive cash bonus opportunities + company equity grants.
• Healthcare & Wellness: Comprehensive medical, dental, and vision health coverage tailored to flexible lifestyle needs.
• Financial & Retirement: 401(k) plan with company match, plus life and disability insurance.
• Flexible Time Off & Perks: Generous paid time off policy, observed company holidays, paid parental leave, and hybrid office perks.