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Role Description

This role involves leading the Corporate Consumer Compliance and AI program to ensure compliance with regulatory requirements and partner expectations.

• Lead the Corporate Consumer Compliance program for enterprise consumer protection, marketing, sales, and AI regulatory matters.
• Act as the subject matter expert on consumer and AI laws and regulations impacting Toast and Toast merchants.
• Own the interpretation, governance framework, and enterprise requirements for AI regulations.
• Partner with Product Consumer Compliance and other compliance domain leaders to communicate requirements and oversee consistent implementation within their respective areas of responsibility, including product development lifecycles.
• Enhance, manage, and oversee the Compliance Complaint Management Program in accordance with regulatory requirements, partner requirements, and industry best practices.
• Monitor, observe trends, investigate and conduct root cause analysis of complaint data.
• Communicate findings and recommended actions to business partners and Compliance leadership, as needed.
• Develop, implement, and manage Corporate Consumer Compliance policies and associated training for marketing, sales, advertising, consumer protection, and AI regulations.
• Monitor, assess, and communicate applicable regulatory changes related to Corporate Consumer Compliance and AI.
• Oversee efforts to achieve compliance with regulatory changes.
• Escalate, prepare materials, and present compliance and complaint-related risks, gaps, and issues to relevant committees, business partners, and leadership, including the Director of Enterprise Risk and Compliance and the Chief Compliance Officer.
• Partner with cross-functional stakeholders and peer compliance leaders to ensure regulatory requirements, risks, and issues are clearly defined, understood, and appropriately governed across enterprise functions and product compliance programs.

Qualifications

• Bachelor’s Degree required.
• 7+ years of experience in a risk, compliance, or audit role at a technology company or financial (Fintech preferred) institution.
• Extensive understanding of global consumer laws and regulations, including but not limited to, EU AI Act, U.S. state AI regulations, TCPA, CTIA, UDAP, CAN-SPAM, state wiretapping statutes, and relevant financial consumer rules such as Reg E, Electronic Global Signature Acts, Fair Credit Reporting Act, sales practices, marketing practices, UDAAP, SCRA, FDCP, and state consumer protection rules.
• Experience managing, analyzing, and reporting consumer complaints.
• Experience designing or implementing regulatory governance frameworks for emerging technologies (e.g., artificial intelligence), including cross-functional coordination and change management.
• Ability to read and interpret complex regulatory language, synthesize, and articulate in an easily digestible manner.
• Strong critical and analytical thinking, decision making, and innovative problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to drive action and build consensus among cross-functional stakeholders.
• Ability to adapt in challenging and changing situations, comfortable dealing with ambiguity and uncertainty.
• Detail oriented with the ability to meet firm deadlines.

Company Description

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.