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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.
Join our dynamic team as a CX Data Analyst and play a pivotal role in transforming customer experience through data-driven insights. In this role, you will harness the power of data analytics to uncover trends, predict customer behavior, and shape strategies that enhance customer satisfaction and loyalty. Your work will directly impact our mission to deliver exceptional service, making every customer interaction meaningful.
Job Responsibilities:
Serve as the primary contact for the Support organization for any data-related inquiries, providing timely, actionable insights to drive decision-making and improve customer service outcomes
Utilize a suite of tools including Salesforce, Zendesk, Snowflake, Superset, and Level AI to analyze customer interactions and behaviors, translating complex data sets into understandable and actionable strategies
Work cross-functionally with the data analytics team, ensuring a cohesive approach to data collection, analysis, and reporting that meets the diverse needs of stakeholders throughout the organization
Develop and maintain comprehensive dashboards and reports integrating data across platforms, providing a 360-degree view of customer experiences and support interactions
Spearhead projects to forecast customer behaviors and trends, leveraging predictive analytics to inform proactive support strategies and enhance customer satisfaction
Other duties as required
About You:
Passionate about using data to drive improvements in customer experience
Skilled in analyzing complex datasets with tools like Salesforce, Zendesk, Snowflake, Superset, and Level AI
Excellent at communicating complex data insights in a clear, actionable manner
A collaborative team player who excels at working across departments
Constantly seeking new ways to leverage data for better decision-making
Detail-oriented, with a knack for managing multiple projects efficiently
Adaptable, thriving in fast-paced environments and quickly responding to changing needs
Qualifications:
2-3 years of experience in data analysis, market research, or a related field
Bachelor's Degree in Data Analytics or related field preferred or equivalent education and experience
Proficiency in utilizing BI tools like Snowflake and Preset for data analysis
Proficient in SQL, Salesforce, Excel and G-Suite (Slides, Sheets, Docs)
Experience translating data into actionable insights
Strong analytical problem-solving skills
Excellent communication skills, both written and verbal, ability to build out effective presentations and share insights
Embrace a proactive and adaptable approach, willing to take risks, explore innovative methods, and learn from failures
Display curiosity, demonstrating a strong desire to learn and contribute value to all aspects of the OpenTable business
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
***The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office three days a week—giving employees the best of both worlds: in-person collaboration and flexibility.
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.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
#LI-Hybrid
Ready to apply?
Apply to OpenTable
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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.
Ready to apply?
Apply to 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.
OpenTable Billing is seeking a detail-oriented and customer-focused Billing Support Specialist to join our Customer Support team. This role plays a critical part in ensuring billing accuracy, resolving customer inquiries, supporting revenue operations, and managing collections activities. This is an excellent opportunity for a motivated professional seeking to contribute to a dynamic team while developing expertise in billing operations, collections, and customer account management. The ideal candidate combines strong financial acumen with exceptional customer service skills and thrives in a fast-paced, goal-driven environment.
Please note this is a Hybrid role, 3 days required in office, 2 days remote.
Billing Support & Customer Assistance
Collections
Financial Processing
Problem-Solving & Operational Excellence
Apply if
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.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
Ready to apply?
Apply to 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.
OpenTable’s Sales and Restaurant Relations team is dedicated to improving restaurants’ revenue potential by utilizing best in brand front-of-house management and online reservation technology. We are looking for people who are passionate about the restaurant industry and want to feel good about the products they sell and represent. This is high-adrenaline; client-facing sales role requires deep industry expertise, tried sales and account management ability with a particular penchant for closing deals and developing relationships with our current customers and a broad base of industry contacts.
The Position
It is our mission to take care of each valued customer, and we quickly assess their needs and work to address those needs efficiently. We help the restaurant incorporate OpenTable into their daily operations, continually driving comprehensive adoption in the process. We reduce churn by effectively demonstrating to restaurants the significant value our products and services provided. Are you in the business of building and maintaining relationships? Are you satisfied by keeping an organized schedule and answering the needs of others? Then you will love this role and the OpenTable culture!
Reporting to the Sales & Services Manager, the Account Manager & Central Queue Associate Account Manager is responsible for the restaurant customer lifecycle with OpenTable. It begins with customizing and installing OpenTable, followed by extensive training of restaurant staff. You are charged with driving engagement, increasing reservation availability, and decreasing churn for our customers. You will be part of a team collectively responsible for the overall health of our largest segment of restaurant customers. Your interactions will be remote, using phone, e-mail, webinars, and other methods to convey ideas, perform training and resolve open issues.
In This Role, You Will:
Please Apply If:
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.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
Ready to apply?
Apply to OpenTable
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