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

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.

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

• Manage inbound and outbound communications related to billing inquiries, providing accurate and timely resolutions.
• Assist customers in understanding invoices, charges, credits, and payment terms.
• Investigate and resolve complex account discrepancies and accounting-related inquiries.
• Collaborate cross-functionally with Finance, Sales, and Support teams to ensure consistent and accurate communication.
• Address billing disputes with urgency and professionalism, ensuring concerns are resolved in a way that reinforces trust and long-term partnership.
• Take full ownership of assigned billing and collections cases from initial inquiry through final resolution, ensuring timely and accurate follow-through.

Collections

• Conduct collections outreach via phone and email while maintaining positive customer relationships.
• Negotiate payment arrangements when appropriate and ensure timely resolution of past-due accounts.
• Document all collection activities thoroughly and maintain accurate account records.

Financial Processing

• Process ACH and credit card payments accurately and efficiently.
• Enter and reconcile account adjustments to maintain precise financial records.
• Perform customer information reconciliation across multiple systems and databases.
• Maintain organized and accurate customer documentation.

Problem-Solving & Operational Excellence

• Identify root causes of billing and payment issues and recommend process improvements.
• Provide proactive solutions aimed at reducing churn and improving overall customer satisfaction.
• Demonstrate initiative in resolving issues independently while partnering effectively with internal stakeholders.
• Deliver a high-quality support experience that balances financial stewardship with customer empathy, contributing directly to reduced churn and improved customer satisfaction.
• Proactively identify accounts at risk of churn due to billing concerns, payment challenges, or account dissatisfaction, and take appropriate action to resolve issues before escalation.

Apply if

• Expert-level familiarity with OpenTable products and operational processes, demonstrating your in-depth product knowledge.
• Strong knowledge of billing processes, accounts receivable, and collections practices.
• Exceptional attention to detail and high level of accuracy.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to handle sensitive financial discussions professionally.
• Swift issue comprehension and efficient problem-solving, showcasing your commitment to timely resolutions.
• Outstanding organizational skills, encompassing task prioritization and effective time management.
• Commitment to punctuality, schedule adherence, and maintaining performance standards.
• Have experience with disputes and negotiating payment resolutions.
• Ability to analyze financial data and resolve discrepancies efficiently.

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.

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.

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:

• Build, cultivate, and expand high-level relationships with assigned restaurants, serving as a trusted advisor and long-term strategic partner.
• Own the end-to-end customer lifecycle, including onboarding, installation, configuration, training, adoption, retention, and revenue growth.
• Lead and manage a defined portfolio and market segment, driving high retention rates and reducing churn.
• Perform and oversee OpenTable software installations, customizing solutions to meet each restaurant’s operational needs.
• Act as the primary liaison and advocate for restaurant partners, resolving cross-functional issues across Product, Support, Finance (AR), Marketing, and Sales.
• Proactively resolve customer cases and daily tasks while ensuring timely follow-up and high customer satisfaction.
• Provide data, insights, and performance reports to help restaurant partners optimize operations and change behaviors that drive success.
• Strategically overcome objections and competitive challenges while positioning OpenTable’s solutions effectively.
• Deliver customized product demonstrations and strategic presentations to current clients and prospects.
• Encourage customers to think differently about their business by sharing industry trends, best practices, and unique insights.
• Drive engagement on the OpenTable platform to increase reservation availability and overall utilization.
• Consistently meet and exceed individual, team, revenue, and retention goals.
• Maintain accurate documentation, forecasts, pipelines, and win/loss insights in account management systems (including Salesforce).
• Stay current on OpenTable products, solutions, and enhancements, continuously evolving account management strategies and processes.
• Listen to market needs and customer feedback, sharing insights with Product and Marketing teams to influence roadmap and go-to-market strategies.
• Collaborate closely with Account Executives, Inside Sales, Customer Support, and Field teams to ensure seamless customer experiences.
• Collaborate with our internal billing team to support restaurants to have the best experiences, as well as work proactively in our internal billing projects that impact customer retention
• Deliver initial and ongoing training remotely to restaurant staff to maximize product adoption and engagement.
• Conduct remote restaurant or group meetings,  to attend different areas like performance in our network, use our marketing engine to increase the exposure, and use our integrations

Please Apply If:

• Proven experience in account management, consultative selling, or equivalent customer-facing roles within the restaurant or hospitality industry.
• Deep knowledge of restaurant operations and hands-on experience working within local restaurant markets.
• Strong customer service orientation with a consistent record of driving results through trusted advisory relationships.
• Demonstrated ability to work cross-functionally across multiple departments to solve complex problems and deliver outcomes.
• Highly self-motivated, tenacious, and results-driven, with the ability to perform under pressure and against ambitious goals and deadlines.
• Skilled at presenting new perspectives that reframe how customers think about their business and drive strategic change.
• Strong analytical skills, with the ability to gather, interpret, and leverage data to support and influence business decisions.
• Excellent communication, listening, influencing, training, and interpersonal skills, both written and verbal.
• Exceptional organization, documentation, prioritization, and time-management capabilities.
• Comfortable and effective working in unstructured, fast-paced, and entrepreneurial environments.
• Experience using Salesforce or equivalent CRM systems; OpenTable software experience is a plus.
• Proficiency with Microsoft Windows, Office tools, and internet-based applications; basic web design or HTML knowledge is a plus.
• Valid driver’s license and reliable transportation for business-related travel (expenses reimbursed).
• Bilingual (Spanish/English) required.
• College or university degree preferred.

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. 

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.