Customer Experience Manager

OpenTable is seeking a Customer Experience (CX) Manager to lead a multidisciplinary team focused on enhancing customer journeys, operational performance, and automation within our global Support organization. This role involves direct management of Quality Assurance (QA) and Support Analytics teams, aiming to deliver exceptional service to our restaurant partners and diners.

The CX Manager will be responsible for providing clear direction, coaching, and career development for functions including Workforce Management (WFM), data analysis, CX supervision, and automation. Key duties include setting goals, conducting effective one-on-one meetings, and fostering a culture of accountability and continuous improvement. Additionally, the role involves translating customer feedback and operational KPIs into a strategic CX roadmap, prioritizing initiatives that enhance both customer experience and operational efficiency across various channels and regions.

Candidates should possess a minimum of 5 years of experience in Customer Experience, Customer Support, Operations, or related fields, with at least 2 years in direct people management roles overseeing analysts or operational leaders. Proficiency in SQL, hands-on experience with Snowflake, and the ability to build or utilize dashboards in Tableau are essential. A solid understanding of support and CX metrics, such as CSAT, NPS, FCR, and quality scores, is also required. Excellent written and verbal communication skills are necessary to effectively translate complex analyses into clear narratives.

This position is based in our Mexico City office and follows a hybrid working model, requiring three days per week in-office, with specific days aligned to team and department guidelines. The role involves regular collaboration with global partners across time zones, including the US and UK, necessitating some flexibility in working hours for key meetings.

OpenTable offers a comprehensive benefits package, including the opportunity to work from almost anywhere for up to 20 days per year, company-paid therapy sessions through SpringHealth, a subscription to Headspace, an annual company-wide week off for recharging, paid parental leave, generous paid vacation plus time off for your birthday, and paid volunteer time. We also focus on career growth through development dollars, leadership development programs, and access to thousands of on-demand e-learnings.