About the job
As a leader in the dining industry, OpenTable is dedicated to enhancing the restaurant experience for millions of diners and over 60,000 restaurant partners. With more than 25 years of innovation, OpenTable, a subsidiary of Booking Holdings, Inc. (NASDAQ: BKNG), empowers restaurants through advanced technology, allowing them to prioritize their teams, guests, and profitability, while diners can effortlessly find and reserve the ideal restaurant for any occasion.
At OpenTable, every team member plays a crucial role in shaping our mission and operational excellence. Join us in a global community that includes our portfolio of metasearch brands, where hospitality is not just a value but a defining aspect of our culture.
Role Overview
We are seeking a dynamic Customer Experience (CX) Manager to spearhead a cross-functional CX team aimed at optimizing customer journeys, enhancing operational performance, and fostering automation within our global Support organization. This role will directly oversee the Quality Assurance (QA) and Support Analytics teams.
Key Responsibilities
Lead and Develop a High-Performing CX Team
- Provide effective guidance, mentorship, and professional growth opportunities for the Workforce Management (WFM), data, CX supervision, and automation teams.
- Establish performance goals, conduct impactful one-on-one meetings, and cultivate a culture rooted in accountability, constructive feedback, and ongoing improvement.
Own CX Strategy and Roadmap for Support
- Transform customer insights, QA results, and operational KPIs (such as CSAT, NPS, FCR, and quality scores) into a strategic CX roadmap.
- Prioritize initiatives that enhance both customer experience and operational efficiency across diverse channels and regions.
Drive Insights, Analytics, and Workforce Planning
- Lead the CX Data Analyst and Workforce Planning Analyst in developing forecasts, dashboards, and analytics that guide staffing, channel strategy, and experience enhancements.
- Utilize Snowflake, SQL, and Tableau for reporting to analyze demand, contact drivers, automation performance, and agent experience, providing actionable recommendations.
Lead Automation and AI Optimization
- Collaborate with the Automation Analyst to assess and enhance automation performance (such as bots, self-service options, and AI tools).
- Establish success metrics and evaluation frameworks for new automation initiatives, ensuring they improve efficiency without compromising customer experience.
