Customer Experience Manager (Hybrid) at OpenTable

<p>With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.&nbsp;</p> <p>Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.</p> <p><strong>Role Overview</strong></p> <p>We’re looking for a Customer Experience (CX) Manager to lead a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across our global Support organization. This position directly manages QA and Support Analytics teams.</p> <p><strong>Key Responsibilities</strong></p> <p>Lead and Develop a High-Performing CX Team</p> <ul> <li> <p>Provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions.</p> </li> <li> <p>Set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement.</p> </li> </ul> <p>Own CX Strategy and Roadmap for Support</p> <ul> <li> <p>Translate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap.</p> </li> <li> <p>Prioritize initiatives that improve both customer experience and efficiency across channels and regions.</p> </li> </ul> <p>Drive Insights, Analytics, and Workforce Planning</p> <ul> <li> <p>Oversee the CX Data Analyst and Workforce Planning Analyst Sr. in building forecasts, dashboards, and analyses that inform staffing, channel strategy, and experience improvements.</p> </li> <li> <p>Use Snowflake, SQL, and Tableau-powered reporting to understand demand, contact drivers, automation performance, and agent experience, and to recommend concrete actions.</p> </li> </ul> <p>Lead Automation and AI Optimization</p> <ul> <li> <p>Partner with the Automation Analyst to evaluate and improve automation performance (e.g., bots, deflection, self-service, AI tools).</p> </li> <li> <p>Define success metrics and measurement plans for new automation, ensuring they reduce effort without degrading CX.</p> </li> <li> <p>Establish feedback loops with QA, frontline teams, and stakeholders so automation changes are tested, monitored, and iterated.</p> </li> </ul> <p>Partner with Operations and QA to Lift Frontline Experience</p> <ul> <li> <p>Work closely with the CX Sr. Supervisor and QA/Training/Upskilling teams to ensure processes, coaching, and quality programs align to CX goals.</p> </li> <li> <p>Connect QA insights and Level AI (or similar tools) outputs to coaching, training, and process improvements.</p> </li> </ul> <p>Manage Stakeholders and Cross-Functional Alignment</p> <ul> <li> <p>Act as the primary CX point of contact for Support leadership and partners such as WFM, Support Intelligence, RevOps/Salesforce admins, Product, GTM, and Content/Knowledge teams.</p> </li> <li> <p>Build trust and alignment through clear storytelling, data-driven recommendations, and follow-through on action items.</p> </li> <li> <p>Represent the voice of the customer and the voice of the agent in cross-functional forums and projects.</p> </li> </ul> <p><strong>Required Skills &amp; Experience</strong></p> <ul> <li> <p>Experience: 5+ years in Customer Experience, Customer Support, Operations, or a closely related field.</p> </li> <li> <p>Leadership: 2+ years of direct people management experience, leading analysts and/or operational leaders.</p> </li> <li> <p>Strategy: Demonstrated experience leading CX or support initiatives that improved KPIs such as CSAT, NPS, FCR, automation/containment, or QA scores.</p> </li> <li> <p>Technical Skills: Proficiency in SQL; hands-on experience with Snowflake; experience building or consuming dashboards in Tableau.</p> </li> <li> <p>Metrics: Solid understanding of support and CX metrics (CSAT, NPS, FCR, containment/deflection, QA/quality scores, AHT, adherence, staffing KPIs, etc.).</p> </li> <li> <p>Communication: Excellent written and verbal communication skills; able to translate complex analysis into clear narratives.</p> </li> </ul> <p>&nbsp;</p> <p><strong>Nice to Have:</strong></p> <ul> <li> <p>Experience with Salesforce Service Cloud.</p> </li> <li> <p>Experience with AI-driven QA or automation tools (e.g., Level AI).</p> </li> <li> <p>Background in designing CX/QA frameworks or VOC programs.</p> </li> <li> <p>Experience in SaaS, marketplace, or hospitality environments.</p> </li> </ul> <p><strong><strong>Location &amp; Working Model</strong></strong></p> <ul> <li> <p>This role is based in our Mexico City office.&nbsp;</p> </li> <li> <p>Hybrid model: 3 days per week in‑office (specific days aligned with team/department guidelines).&nbsp;</p> </li> <li> <p>You will collaborate regularly with global partners across time zones (US, UK, and other regions), so some flexibility in working hours may be required for key meetings.</p> </li> </ul> <p><strong>Benefits and Perks</strong></p> <ul> <li> <p>Work from (almost) anywhere for up to 20 days per year</p> </li> <li> <p>Focus on mental health and well-being:</p> <ul> <li> <p>Company-paid therapy sessions through SpringHealth</p> </li> <li> <p>Company-paid subscription to Headspace</p> </li> <li> <p>Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)</p> </li> </ul> </li> <li> <p>Paid parental leave</p> </li> <li> <p>Generous paid vacation + time off for your birthday</p> </li> <li> <p>Paid volunteer time</p> </li> <li> <p>Focus on your career growth:</p> <ul> <li> <p>Development Dollars</p> </li> <li> <p>Leadership development</p> </li> <li> <p>Access to thousands of on-demand e-learnings</p> </li> </ul> </li> <li> <p>Travel Discounts</p> </li> <li> <p>Employee Resource Groups</p> </li> <li> <p>Christmas Bonus - 30 days</p> </li> <li> <p>20 days of paid time off a year</p> </li> <li> <p>25% vacation premium</p> </li> <li> <p>Private health, dental, and life insurance</p> </li> <li> <p>Monthly social events and happy hours</p> </li> </ul> <p><strong>Work Environment &amp; Flexibility</strong></p> <p>At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.</p> <p><strong>Inclusion</strong></p> <p>We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.</p>