Customer Experience Manager at Opentable

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. 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. Role Overview 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. Key Responsibilities Lead and Develop a High-Performing CX Team • Provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions. • Set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement. Own CX Strategy and Roadmap for Support • Translate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap. • Prioritize initiatives that improve both customer experience and efficiency across channels and regions. Drive Insights, Analytics, and Workforce Planning • Oversee the CX Data Analyst and Workforce Planning Analyst Sr. in building forecasts, dashboards, and analyses that inform staffing, channel strategy, and experience improvements. • Use Snowflake, SQL, and Tableau-powered reporting to understand demand, contact drivers, automation performance, and agent experience, and to recommend concrete actions. Lead Automation and AI Optimization • Partner with the Automation Analyst to evaluate and improve automation performance (e.g., bots, deflection, self-service, AI tools). • Define success metrics and measurement plans for new automation, ensuring they reduce effort without degrading CX. • Establish feedback loops with QA, frontline teams, and stakeholders so automation changes are tested, monitored, and iterated. Partner with Operations and QA to Lift Frontline Experience • Work closely with the CX Sr. Supervisor and QA/Training/Upskilling teams to ensure processes, coaching, and quality programs align to CX goals. • Connect QA insights and Level AI (or similar tools) outputs to coaching, training, and process improvements. Manage Stakeholders and Cross-Functional Alignment • 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. • Build trust and alignment through clear storytelling, data-driven recommendations, and follow-through on action items. • Represent the voice of the customer and the voice of the agent in cross-functional forums and projects. Required Skills & Experience • Experience: 5+ years in Customer Experience, Customer Support, Operations, or a closely related field. • Leadership: 2+ years of direct people management experience, leading analysts and/or operational leaders. • Strategy: Demonstrated experience leading CX or support initiatives that improved KPIs such as CSAT, NPS, FCR, automation/containment, or QA scores. • Technical Skills: Proficiency in SQL; hands-on experience with Snowflake; experience building or consuming dashboards in Tableau. • Metrics: Solid understanding of support and CX metrics (CSAT, NPS, FCR, containment/deflection, QA/quality scores, AHT, adherence, staffing KPIs, etc.). • Communication: Excellent written and verbal communication skills; able to translate complex analysis into clear narratives. Nice to Have: • Experience with Salesforce Service Cloud. • Experience with AI-driven QA or automation tools (e.g., Level AI). • Background in designing CX/QA frameworks or VOC programs. • Experience in SaaS, marketplace, or hospitality environments. Location & Working Model • This role is based in our Mexico City office. • Hybrid model: 3 days per week in‑office (specific days aligned with team/department guidelines). • 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. 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 • 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 • Christmas Bonus - 30 days • 20 days of paid time off a year • 25% vacation premium • Private health, dental, and life insurance • Monthly social events and happy hours 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.