Matt Heiss

Leading the buildout of a modern, consumer-grade support experience for Local by Toast across iOS, Android, and web, focused on intuitive in-app support and real-time assistance for guests.Partnering with Product, Design, Engineering, and Consumer Support teams to deliver support experiences purpose-built for consumers, distinct from operator workflows. Partnering with consumer growth leadership to define and scale the consumer growth operating model, including CRM, CDP, and data foundations that support acquisition, engagement, and retention. Acting as the operational bridge between Consumer Growth, Product, Engineering, and Support, aligning tooling, data, and processes to improve the end-to-end guest experience.

Built and led Toast’s end-to-end product commercialization and launch operating model, including repeatable launch frameworks and playbooks, enabling multiple Tier-1 launches per year by partnering with product and engineering leaders to launch 8 net-new venture products and orchestrating execution across 36+ cross-functional teams. Led the rollout of unified product roadmapping in Jira Product Discovery, aligning 120+ product managers across a large, multi-line product organization around a shared source of truth for strategy, prioritization, and delivery. - Built and launched “Test Kitchen,” an innovation hub that allowed customers to opt into new products and features, enabling teams to test toward product–market fit, gather structured customer feedback, and automate product manager outreach through a scalable, self-serve beta experience. Created a company-wide Product Showcase, aligning Sales, Support, and GTM teams around Tier-1 launches and materially improving launch readiness and internal awareness. Served as the operational partner to product leadership, translating product strategy into executable launch plans and identifying gaps across tooling, process, and ownership required to scale launches successfully. Recipient of the Founder’s Award for leading a multi-quarter special project focused on the Toast Now customer support experience, partnering with Support, Product Managers, Designers, Engineers, and product teams to deliver a chat-first, generative AI–enabled support experience for restaurant operators across in-app and web, improving agent productivity, customer experience, and product insight collection

During my time at Navigate Prepared, I dedicated my efforts towards enhancing school safety and emergency management. I collaborated closely with our engineering team to develop a robust platform specifically tailored to address emergencies, including active shooter situations, fire emergencies and natural disasters. Working closely with first responders, affected families, and faculty was an integral part of my role. These encounters profoundly informed the platform's design and emphasized the significance of our mission. Moreover, I crafted strategies for school administrators, focusing on the practical usability of our solution during high-stress situations. Despite the challenges faced at Navigate Prepared, the reward of contributing to nationwide school safety was unparalleled.

In my role as an Apple Solutions Consultant from 2009 to 2011, I had a key role in the regional roll-out of flagship Apple products, including the iPad and MacBook Air, within Best Buy locations. Working closely with Store General Managers and District Managers, we strategized to optimize the Apple product offering. This collaboration successfully brought Apple's innovative products into the Best Buy retail environment. An essential aspect of my role was providing comprehensive training to Best Buy staff. I emphasized solution selling techniques tailored to Apple products, thereby enhancing sales success and overall customer satisfaction. My dedication and performance were recognized as I was ranked among the Top 5 performers across more than 200 locations. This role was a tremendous opportunity to contribute to the growth and success of the Apple brand in the region.