With millions of diners, tens of thousands of restaurants, and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.
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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.
Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.
As the Global Director of Support at OpenTable, you will lead and scale our global support organization, ensuring our restaurant partners, diners, and internal teams experience top-tier customer service. You will be responsible for defining and driving the support strategy across multiple regions and channels, driving continuous improvement, and aligning our support operations with broader business goals. Your leadership will be critical in maintaining and enhancing customer satisfaction, retention, and loyalty.
This role requires an innovative, data-driven, and strategic leader with experience in leading large, geographically distributed support teams. You should be passionate about customer success, adept at change management, and able to collaborate with cross-functional teams across the company.
Key Responsibilities:
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Strategic Leadership:
- Understand what makes support work at OpenTable and identify the correct metrics which show what we are doing well and where we can improve.
- Develop and implement the global customer support strategy, aligning with company goals and customer expectations.
- Push the Support organization to deliver exceptional service while constantly innovating.
- Find the right balance between human-powered interactions and automated interactions and understand the unique value of each.
- Define key performance indicators (critical metrics) and service level agreements (SLAs) to measure the effectiveness of the support function.
- Lead initiatives to enhance customer satisfaction, including the implementation of new support technologies, processes, and standard methodologies.
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Operational Excellence:
- Oversee daily operations of the global support team, ensuring efficient workflows, resource allocation, and response times.
- Collaborate with product, engineering, and other departments to call out and resolve complex customer issues and to provide a feedback loop from our customers.
- Manage multiple customer support channels (phone, email, chat, social) to ensure timely and consistent resolutions.
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Team Leadership & Development:
- Build and lead a high-performing global support team, fostering a culture of collaboration, continuous learning, and customer-first approach.
- Provide coaching, mentoring, and professional development opportunities for support managers and agents.
- Drive team engagement, retention, and growth by implementing effective employee engagement strategies.
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Customer Experience:
- Champion the voice of the customer within the organization, ensuring feedback is leveraged to drive improvements in product and service delivery.
- Partner with product and marketing teams to ensure alignment on customer needs and support offerings.
- Analyze customer feedback, issue trends, and satisfaction metrics to make data-driven decisions that enhance overall customer experience.
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Financial & Resource Management:
- Own and manage the global support budget, ensuring cost-effective operations while maintaining high levels of service.
- Implement scalable support processes and technologies to improve efficiency and reduce operational costs.
- Ensure compliance with global support regulations and data privacy standards.
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Innovation & Continuous Improvement:
- Lead the adoption of new technologies, such as AI and automation, to streamline support operations.
- Stay up-to-date on industry trends and innovations to maintain OpenTable's position as a leader in customer service.
- Encourage a proactive approach to customer support, moving from reactive issue resolution to proactive outreach and prevention.
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Qualifications:
- Experience:
- 10+ years of experience in customer support or customer success leadership roles, preferably within a global organization.
- Proven track record of building and scaling global customer support operations in a fast-paced, high-growth environment.
- Experience managing distributed teams across multiple time zones and regions.
- Skills & Competencies:
- Strong leadership and team development skills, with the ability to inspire and motivate a large, diverse team.
- Expertise in customer service technologies (CRM systems, help desk software, etc.) and experience implementing automation solutions.
- Analytical and data-driven, with the ability to translate insights into actionable strategies.
- Strong communication and interpersonal skills to build cross-functional relationships and represent the customer’s voice internally.
- Ability to navigate complex challenges with a solutions-oriented approach.
- Education:
- Bachelor’s degree or equivalent experience in business, management, or a related field (MBA or equivalent advanced degree preferred).
- Some international travel required
Why OpenTable?
At OpenTable, we’re passionate about connecting diners and restaurants. As the Global Director of Support, you’ll play a pivotal role in shaping the experiences of our customers around the world. Join us and help drive innovation, elevate customer experiences, and lead a team of world-class professionals dedicated to success.
OpenTable is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Benefits
- OpenTable provides Mexican Social Security (IMSS)
- Christmas Bonus - 30 days
- Paid Time Off - 20 days a year
- Vacation Premium - 25%
- Parental Leave
- Bereavement Leave - 3 days
- Marriage leave - 3 days
- Bonuses
- Dental Insurance & Life Insurance
- Major Medical Insurance
Diversity, Equity, and Inclusion
OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.
We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform job responsibilities, and receive other benefits and privileges of employment. Please contact us to request accommodation.
