Senior Manager - Customer Experience Automation

With millions of diners 60000+ 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.

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 and its portfolio of metasearch brands. Hospitality is all about taking care of others and it defines our culture.

Reporting to the Director Revenue Operations this position is responsible for leading a variety of strategic post-sale initiatives in support of OpenTable’s global customer success and account management teams. Candidates for this role must have experience managing a high-performing team coordinating cross-functional projects and stakeholders and manipulating large datasets to discover opportunities and trends – all for the purpose of making strategic recommendations to improve customer experience and increase efficiency across the organization.

The individual in this role is expected to practice excellent communication presentation and technical project management skills and possess extensive knowledge regarding industry standard Support automation and Sales outreach tools. Experience with Salesforce Service Cloud and its suite of AI solutions (Agentforce Einstein) as well as Salesforce-integrated telephony systems is a must. Familiarity with other customer experience and conversation intelligence tools – such as LevelAI and Clari – is a plus.

This position will partner directly with multiple departments including senior leadership Support Account Management Onboarding and Product & Engineering to support the design and implementation of automated processes primarily within Salesforce and leveraging AI-powered solutions.

In this role you will:

• Own OpenTable’s Agentforce development roadmap and serve as a key contributor to the OpenTable-Salesforce relationship.

• Independently lead high-visibility initiatives including running discovery sessions developing project timelines managing testing/execution and measuring results.

• Proactively communicate with stakeholders and project collaborators to ensure requirements are clearly defined.

• Serve as a liaison between the Salesforce administration team the Product & Engineering team and the Services org supporting enhancement prioritization efforts and translating technical language to ensure needs and next steps are easily understood.

• Contribute to end user training development in collaboration with Enablement resources and cross-functional partners for roll-outs of new tools and processes.

• Monitor feature/process success against pre-defined KPIs to identify opportunities for increasing adoption.

• Collect feedback and handle the flow of inbound ad hoc requests from the Sales & Services team.

• Own and oversee the creation of process guides FAQs and related materials.

• Manage a team responsible for supporting a variety of Services-related programs processes and initiatives.

Please apply if you have:

• 5-10 years of experience in an Operations and/or Strategy role with people management responsibilities.

• Advanced Excel skills including proficiency with pivot tables and VLOOKUP.

• Deep knowledge of Salesforce (Service Cloud) and Support operations systems.

• Experience contributing to Salesforce solution design and building a strategic systems roadmap.

• A passion for discovering and implementing cutting edge AI technologies and solutions.

• Operational experience measuring and improving efficiency utilization scaling initiatives etc.

• Contagious enthusiasm and a willingness to take on tough projects with little direction.

• Strong presentation and written/verbal communication skills including detailing business processes use cases requirements and project plans.

• Excellent analytical and reporting capabilities and creative problem-solving project coordination and organization skills.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year

• Focus on mental health and well-being:

  • Company-paid therapy sessions through SpringHealth

  • Company-paid subscription to Headspace

  • Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

• Paid parental leave

• Generous paid vacation + time off for your birthday

• Paid volunteer time

• Focus on your career growth:

  • Development Dollars

  • Leadership development

  • Access to thousands of on-demand e-learnings

• Travel Discounts

• Employee Resource Groups

• 20 days of paid time off

• Private health and dental insurance

• Life and Disability insurance

There are a variety of factors that go into determining a salary range including but not limited to external market benchmark data geographic location and years of experience sought/required. The range for this Canada located role is 105000 - 135000 CAD.

We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO paid sick leave medical leave bereavement leave floating holidays and paid holidays); and parental leave benefits. This role is eligible to be considered for an annual bonus.

Work Environment & Flexibility

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.

Inclusion

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.

If you need adjustments during the application or interview process or on the job we’re here to support you. Please reach out to your recruiter to request any adjustments.

#LI - BB1