Customer Experience Assurance Supervisor

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about looking after others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

In this role, you will:

As a Customer Experience (CX) Assurance Supervisor, you will be responsible for managing a team of CX Assurance Specialists, ensuring the team meets its goal of driving positive customer experiences throughout OpenTable. You will coach and guide the team and help them reach their full potential. You will develop and implement experience assurance policies and procedures, conduct quality audits, provide training to team members, and collaborate with cross-functional teams to drive continuous improvement in quality processes. Your role will be essential in maintaining high-quality standards and customer satisfaction.

*Note: This position is office-based and does require you to work from OpenTable's office located in Mexico City.*

• Supervise a team of CX Assurance Specialists to ensure effective performance and adherence to quality standards

• Be the subject matter expert in the team’s day-to-day work and jump in to help your team meet goals and deadlines

• Cultivate a collaborative and impactful team culture

• Supervise daily operations and be responsible for the team’s work, ensuring timely and successful completion, understand team critical metrics and identify trends to be mentored or celebrated

• Conduct regular audits and inspections of the team to identify areas for improvement and ensure compliance with customer experience standards

• Assist Manager in supervising our AI tool and optimizing usage by the CX Assurance Specialists

• Develop, implement, and streamline team processes, identify improvements, and suggest solutions to gain efficiencies and improve the benefits of our tools

• Analyze data and metrics to supervise performance, identify trends, and implement corrective actions as needed

• Provide training and guidance to team members on CX assurance standard methodologies, processes, and tools

• Assist the Manager in prioritizing and setting team goals and identifying projects for the team to work

• Help implement processes to improve the customer experience

• Collaborate with cross-functional teams, including customer support, onboarding, and account management to address customer experience issues and drive continuous improvement initiatives

• Review Customer Satisfaction Surveys, understand and connect insights and trends

About You:

• Passionate about customer experiences, you love making things better and easier

• Inspiring and motivating others comes naturally to you, and you enjoy seeing others succeed

• Hands-on, roll-up-your-sleeves mentality to help your team get the job done

• Forward-thinking demeanor and continuous improvement mentality

• Actively participate in conversations, driving positive change

• Establishing links is one of your strengths

Qualifications:

• 3-4 years of supervisory experience

• 1+ years experience in a Quality Assurance role or equivalent experience

• Previous experience with AI tools focused on customer experience a plus

• Excellent verbal and written communication skills

• Proficient in Excel and G-Suite

• Collaboration and relationship-building skills

• Strong analytical and problem-solving skills

Benefits:

• OpenTable provides Mexican Social Security (IMSS)

• Christmas Bonus - 30 days

• Paid Time Off - 20 days a year

• Vacation Premium - 25%

• Parental Leave

• Bereavement Leave - 3 days

• Marriage leave - 3 days

• Bonuses

• Dental Insurance & Life Insurance

• Major Medical Insurance

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.