Customer Experience Manager leads a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across OpenTable's global Support organization.
Requirements
- 5+ years of experience in Customer Experience, Customer Support, Operations, or a closely related field
- 2+ years of direct people management experience, leading analysts and/or operational leaders
- Demonstrated experience leading CX or support initiatives that improved KPIs such as CSAT, NPS, FCR, automation/containment, or QA scores
- Proficiency in SQL
- Hands-on experience with Snowflake
- Experience building or consuming dashboards in Tableau
- Solid understanding of support and CX metrics
- Excellent written and verbal communication skills
Benefits
- Work from (almost) anywhere for up to 20 days per year
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
