With millions of diners, tens of thousands of restaurants, and 23+ 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 Senior Manager of Automation, you will play a pivotal role in improving the efficiency of our Support and Onboarding teams by automating repetitive tasks and promoting self-help capabilities for our customers. You will lead initiatives to streamline processes, reduce manual intervention, and optimize workflows across departments, ultimately driving customer happiness and operational excellence.

In this role, you will:

• Automation Strategy: Develop and implement a comprehensive automation strategy aligned with business objectives, focusing on improving support efficiency and customer self-service capabilities.
• Process Optimization: Find opportunities to automate repetitive tasks within Support and GTM Onboarding functions, applying tools and technologies to increase productivity and accuracy.
• Tool Selection and Implementation: Evaluate, select, and implement automation tools and platforms that best fit organizational needs, ensuring seamless integration with existing systems.
• Collaboration and Leadership: Collaborate closely with cross-functional teams including Support, Onboarding, Sales and Product to prioritize automation initiatives and drive consensus on implementation strategies.
• Metrics and Reporting: Define and supervise key performance indicators (critical metrics) to measure the success and impact of automation efforts, providing regular reports and insights to partners.
• Training and Enablement: Conduct training sessions and workshops to educate teams on automation capabilities and best practices, fostering a culture of continuous improvement and self-sufficiency.

Please apply if:

• Experience: Confirmed experience (4+ years) in a similar role, with a track record of successfully implementing automation solutions in support or customer-facing functions.
• Technical Skills: Strong proficiency in automation tools, API integrations and Salesforce flow experience. Proven ability to write technical requirements/acceptance criteria.
• Leadership: Shown leadership skills with the ability to influence and encourage cross-functional teams towards common goals.
• Analytical Mentality: Strong analytical and problem-solving skills, with the ability to analyze data, draw insights, and make data-driven decisions.
• Communication: Excellent verbal and written communication skills, with the ability to articulate sophisticated ideas and strategies to both technical and non-technical audiences.

Benefits

• Generous paid vacation
• Day off on your birthday
• Company matched retirement plans
• Health, dental and vision insurance plans
• Flexible Spending Accounts
• Headspace Subscription
• Drinks, coffee, snacks, games
• Flexible hours
• Universal Paid Parental leave

Note for Connecticut Residents: To receive estimated salary range information for this role pursuant to Connecticut's "An Act Concerning the Disclosure of Salary Range for a Vacant Position", email [email protected]. You must include the name of the position in your request.

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this United States based role is $110,000 - $120,000.

In addition to a competitive base salary, roles are eligible for additional compensation and benefits including: annual cash bonus, equity grant; health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave and benefits.

Diversity and Inclusion

We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more creative ideas, products, and better outcomes for our team members. OpenTable/KAYAK is proud to be an Equal Opportunity Employer, and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.