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Toast Engineering

To build innovative technology solutions that empower restaurants to delight guests, thrive in business, and focus on what they love.

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To build innovative technology solutions that empower restaurants to delight guests, thrive in business, and focus on what they love.

Strengths

  • ECOSYSTEM: Comprehensive end-to-end restaurant tech platform
  • EXPERIENCE: Deep restaurant industry expertise in engineering team
  • SCALE: Supporting 85,000+ restaurant locations with reliable tech
  • INTEGRATION: Open API architecture enabling partner ecosystem
  • ADAPTABILITY: Cloud-native infrastructure enabling rapid iteration

Weaknesses

  • FRAGMENTATION: Multiple codebases across acquired technologies
  • LEGACY: Technical debt from rapid growth and acquisitions
  • RELIABILITY: System stability challenges during peak service hours
  • TALENT: Engineering hiring challenges in competitive tech market
  • COMPLEXITY: Product complexity creating steep learning curves

Opportunities

  • ANALYTICS: Advanced data analytics for restaurant performance
  • AUTOMATION: Kitchen automation & robotic integration capabilities
  • EXPERIENCE: Personalized guest experience technologies
  • EXPANSION: International market technical adaptations
  • PAYMENTS: Enhanced payment processing innovation

Threats

  • COMPETITION: Increasing competition from tech giants entering space
  • REGULATION: Evolving data privacy regulations across jurisdictions
  • CONSOLIDATION: Industry consolidation creating larger competitors
  • CYBERSECURITY: Growing sophistication of security threats
  • RECESSION: Economic downturn affecting restaurant technology spend

Key Priorities

  • PLATFORM: Unify fragmented technology into cohesive platform
  • RELIABILITY: Improve system reliability during peak periods
  • ANALYTICS: Develop advanced restaurant performance analytics
  • SECURITY: Strengthen cybersecurity capabilities and infrastructure
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To build innovative technology solutions that empower restaurants to delight guests, thrive in business, and focus on what they love.

UNIFIED PLATFORM

Create a seamless, integrated restaurant technology suite

  • ARCHITECTURE: Define and document unified platform architecture with 90% engineering alignment by quarter end
  • MODERNIZATION: Migrate 40% of legacy codebases to new microservices architecture with 99.9% reliability
  • INTEGRATION: Reduce API fragmentation by 50% through standardized gateway implementation across all services
  • EXPERIENCE: Achieve 95% feature parity while reducing UX friction points by 30% in unified admin dashboard
ROCK SOLID

Ensure unshakable system reliability during peak times

  • RESILIENCE: Implement chaos engineering in 100% of critical services with documented recovery procedures
  • PERFORMANCE: Reduce p95 latency by 35% during peak restaurant hours across all core transaction flows
  • OBSERVABILITY: Deploy enhanced monitoring covering 95% of customer-impacting services with automated alerts
  • AVAILABILITY: Achieve 99.99% uptime during peak restaurant hours, including planned maintenance windows
DATA POWERHOUSE

Transform restaurant data into actionable intelligence

  • INFRASTRUCTURE: Build centralized data lake ingesting 100% of product data with standardized schema
  • INSIGHTS: Launch 5 new AI-powered analytics features with >25% customer adoption in first 60 days
  • FORECASTING: Deploy demand prediction models achieving 85% accuracy for inventory and staffing needs
  • PERSONALIZATION: Implement guest personalization engine with 40% higher engagement rates for customers
FORTRESS

Build impenetrable security across our technology stack

  • COMPLIANCE: Achieve 100% compliance with SOC2, PCI-DSS, and GDPR across all services and products
  • DETECTION: Implement real-time threat detection reducing average breach identification time to <15 minutes
  • ENCRYPTION: Deploy end-to-end encryption for 100% of customer data at rest and in transit with zero exceptions
  • TRAINING: Ensure 95% of engineering team completes advanced security training with certification
METRICS
  • Annual Recurring Revenue (ARR): $1.2B
  • System Reliability: 99.99% uptime during peak restaurant hours
  • Engineering Velocity: 25% increase in feature delivery with maintained quality
VALUES
  • Customer obsession
  • Technical excellence
  • Collaboration
  • Innovation
  • Diversity & inclusion
  • Data-driven decision making
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Align the learnings

Toast Engineering Retrospective

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To build innovative technology solutions that empower restaurants to delight guests, thrive in business, and focus on what they love.

What Went Well

  • GROWTH: ARR grew 32% YoY exceeding analyst expectations by 5 points
  • ADOPTION: New product adoption rate increased 28% across customer base
  • RETENTION: Engineering team retention improved 15% through investments
  • INNOVATION: Launched 12 major platform enhancements ahead of schedule
  • EFFICIENCY: Cloud infrastructure costs reduced 18% through optimization

Not So Well

  • RELIABILITY: Four significant service disruptions affecting peak hours
  • INTEGRATION: Delayed integration timelines for recent acquisitions
  • TECHNICAL: Technical debt accumulation outpacing remediation efforts
  • VELOCITY: Feature delivery velocity decreased 12% in core product areas
  • SECURITY: Two minor security incidents requiring engineering resources

Learnings

  • ARCHITECTURE: Microservices architecture transition requires rethinking
  • PROCESS: DevOps improvements dramatically impact customer experience
  • PRIORITIZATION: Better alignment between eng and product crucial to ROI
  • METRICS: Engineering metrics need better linkage to business outcomes
  • SCALING: Current architecture has scaling limitations at growth targets

Action Items

  • RESILIENCE: Implement comprehensive resilience program by end of Q3
  • PLATFORM: Create unified platform strategy to address fragmentation
  • DEBT: Allocate 20% of engineering resources to technical debt reduction
  • ANALYTICS: Develop centralized data lake with standardized APIs for all
  • AUTOMATION: Increase test automation coverage to 85% across all systems
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To build innovative technology solutions that empower restaurants to delight guests, thrive in business, and focus on what they love.

Strengths

  • DATA: Massive restaurant operations dataset for AI training
  • ADOPTION: Early AI implementation in forecasting features
  • EXPERTISE: Growing AI engineering talent within the organization
  • INTEGRATION: AI-ready cloud infrastructure already in place
  • ACCESS: Direct restaurant relationships for feedback loops

Weaknesses

  • SILOS: Data fragmentation across product lines limiting AI impact
  • SKILLS: Gaps in specialized AI talent across engineering teams
  • GOVERNANCE: Immature AI governance and quality control systems
  • PRIORITIZATION: Unclear AI investment prioritization framework
  • AWARENESS: Limited engineering-wide AI capabilities awareness

Opportunities

  • FORECASTING: AI-powered demand forecasting and inventory management
  • PERSONALIZATION: Hyper-personalized guest experience capabilities
  • AUTOMATION: AI kitchen operations and labor optimization tools
  • INSIGHTS: Competitive intelligence through aggregated data analysis
  • VOICE: Voice-enabled ordering and kitchen management systems

Threats

  • COMPETITION: Well-funded competitors with advanced AI capabilities
  • REGULATION: Emerging AI governance regulations and compliance
  • EXPECTATIONS: Rapidly evolving customer AI expectations
  • ETHICS: Potential bias in AI-driven recommendations and decisions
  • TALENT: Fierce competition for specialized AI engineering talent

Key Priorities

  • DATA: Unify fragmented data for comprehensive AI capabilities
  • FORECASTING: Develop AI-powered forecasting for operations
  • TALENT: Acquire and develop specialized AI engineering talent
  • GOVERNANCE: Implement robust AI ethics and governance framework