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 Director of Global Onboarding, you will play a crucial role in overseeing the onboarding process for new customers. You will lead a team of 50+ people worldwide. Your responsibilities will include meeting or exceeding company onboarding quantity and quality goals, developing and implementing strategies to assess the onboarding experience and analyzing that feedback to continuously improve the onboarding process.

You will collaborate closely with cross-functional teams such as Sales, Customer Success, and Product Development to ensure a smooth transition for customers from the sales process to product implementation. Additionally, you will be responsible for setting and meeting key performance indicators related to customer onboarding, such as time to onboard, customer satisfaction scores, and retention rates. 

The ideal candidate will have a proven track record in customer onboarding and project management, excellent communication and leadership skills, and a strong understanding of SaaS or tech industry standard processes. A customer-centric attitude, problem-solving abilities, and the ability to thrive in a fast-paced environment are essential for success in this role.

 

In this role you will:

• Communicate regularly on identified productivity and success measures

• Track performance indicators regularly to determine if any new or modified tactics should be implemented

• Determine and exploit the levers which increase product adoption 

• Analyze  processes to determine if they need modification and then implement those modifications

• Consult with key customers in the restaurant lifecycle to determine and refine how we handle key moments in the customer journey and work with them to ensure seamless transitions

• Lead and motivate the global onboarding team every day

• Empower your team, from the managers on down, to operate autonomously with success

• Promote individual accountability, internal collaboration, operational/service excellence, and foster a positive team culture

• Invest in the development of your team

• Make sure your team knows what success looks like

• Use data to drive decisions

Please apply if you have:

• 8+ years of experience in SaaS Operations, Customer Success, Onboarding or a related field 

• 4+ years of experience as an operational leader

• A proven track record of driving onboarding success, both as an individual contributor and as a leader

• Experience with a distributed team 

• Experience driving  a team to work at scale

• Strong written, verbal and analytical skills

 

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.