Her Story
About Alyssa
I've been at Toast for 4 years total, with the last 3 years as Senior Manager of Customer Experience, Strategy and Analytics. Before moving into tech, I spent about 4 and a half years in financial services at Evercore investment bank. I made the transition because I wanted to be part of a more innovative, fast-moving environment where I could see tangible effects in the real world. At Toast, we serve restaurants and retail customers, and my primary role focuses on voice of the customer. I'm responsible for understanding the health of the customer experience, identifying what the high points and low points are, and pinpointing friction and pain points so we can work cross-functionally to improve the experience and ensure smooth day-to-day workflows. I'm often in the depths of where things are failing and how we can make them better, though I try to also appreciate the great benefits our software brings to businesses. In Q4 of 2024, I received a peer-nominated customer experience award called 'Silo Buster' for working tirelessly to build relationships across Toast and convey the reality of the customer experience. The recognition highlighted my patient curiosity and commitment to thorough, clear, data-driven storytelling that helps everyone understand what makes customers happy, what creates pain, and what we can collectively do to address opportunities.
Her Interview
Ten minutes with Alyssa
01What do you attribute your success to?
I would say my unwavering desire to succeed and my constant hunger to learn. I get so much energy from learning, so I'm constantly being highly curious and asking questions, and never getting complacent. The second I start to get bored in a role, I'm like, okay, I need to try to do something else internally, or try to build my skill set in another way. I feel like the biggest contributor to my success has just been always being hungry and eager to learn, because I think if you're highly curious and committed, you can really do anything. The sky's the limit.
02What’s the best career advice you’ve ever received?
The best career advice I've ever received is to be your own biggest advocate. If you're not going to stand up for yourself and be your own biggest cheerleader, no one else is going to do it. I think having a voice and really putting yourself first and your interests and making that known is so critical to your success.
03What advice would you give to young women entering your industry?
I would say having high agency and being dependable. People love in the workforce when they can depend on you and know that if they give you something to do, you're going to do it and do it well. Being a really clear communicator is also critical. Oftentimes when you're dealing with various stakeholders or executives, they just want someone who's going to get it clear and concise, especially in the age of AI where things are being summarized. They want punchy updates and critical information in a bite-sized amount. Being curious and eager is essential too. If you have that mindset of I'm just going to learn as much as I can and ask all the questions I can, you'll be surprised at how much you'll learn and absorb, and it'll continue to help you grow in your career. I also think being open to new ideas is important. If you told me 5 years ago I'd be in this role, I'd be like, what even is that? But the opportunity came up and I was like, you know what, I have nothing to lose, I'm going to try it. Your career isn't like a straight ladder up, it's kind of like a jungle gym, and it's never going to totally make sense. Being open and okay with that and not having too clear of a path, which is hard for me because I'm super type A, but being amenable to other things is really impactful.
04What values are most important to you in your work and personal life?
Number one, I would say integrity, being truthful, and always looking at things with a fair, balanced view. Two, I think being empathetic is so critical. Really understanding why people do and say the things they do, and really understanding their perspective is so important to success. I think creating a safe space for those around you and creating that emotional security helps further business discussions. And three would be grit. I work super hard, and I really appreciate when those around me are also totally committed and putting 110% effort, because I think then you can do really great things.
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