Senior Manager of Customer Experience Automation, OpenTable
CA$105-135k
+ Eligible to be considered for an annual bonus
Online restaurant reservation service
Open for applications
Online restaurant reservation service
1001+ employees
Open for applications
CA$105-135k
+ Eligible to be considered for an annual bonus
1001+ employees
Company mission
To bring together people and the restaurants they love in the moments that matter.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
OpenTable was one of the earliest innovators in the online reservation space, setting up shop in 1998 as a tool to enable restaurants to take bookings online. Rather than charging consumers for the service, OpenTable generates revenue via a monthly subscription and reservation fee from businesses.
Today, the platform is used by tens of thousands of restaurants around the world and seats over 1 billion diners per year. The company was acquired by Booking Holdings – the world's largest travel company – for $2.6 billion in 2014, and remains a subsidiary of the group to this day.
OpenTable is the dominant player in the restaurant reservation software category, with an impressive 45% market share, but does face increasing competition from platforms like Resy, Tock, TableAgent, and many more. Nonetheless, this market leader has garnered an impressive reputation, and there is nothing to say it won't hold on to the dominance it has earned into the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2000
$36m
SERIES C
Jan 2000
$10m
SERIES B
Total funding: $48.2m
Company benefits
- Work from (almost) anywhere - wherever you do your best work
- Mental health and well-being - company-paid therapy sessions through SpringHealth, company-paid subscription to HeadSpace, and company-wide weeks off a year so the whole team can recharge
- Generous parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Enriched learning and development opportunities - leadership development & access to thousands of on-demand e-learnings
Company HQ
Union Square, San Francisco, CA
Leadership
Debby Soo
(CEO, not founder)After graduating from Stanford with a liberal arts major, Debby started their career in investment banking. Thereafter they worked in Google’s Strategic Partnerships Group and then spent a decade at KAYAK, eventually becoming CCO.
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