Senior Manager, Service Automation

OpenTable; Toronto; On-site; CAD 105,000 - 135,000; Full time

Job summary

A leading restaurant technology company is seeking an experienced operations manager to lead strategic initiatives. This role involves managing cross-functional projects and improving customer experiences using Salesforce. Candidates should have strong analytical skills and people management experience. Competitive salary range for this role is CAD 105,000 - 135,000, with additional benefits including remote work flexibility and professional development opportunities.

Benefits

Work from anywhere for up to 20 days

Company-paid therapy sessions

Generous paid vacation

Paid parental leave

Career development resources

Private health and dental insurance

Qualifications

• 5-10 years of experience in Operations/Strategy with people management.
• Proficiency with pivot tables and VLOOKUP in Excel.
• Experience in Salesforce solution design.

Responsibilities

• Lead strategic post-sale initiatives to enhance customer experience.
• Independently manage high-visibility projects and KPIs.
• Support enhancement prioritization efforts between teams.

Skills

People management

Advanced Excel skills

Salesforce Knowledge

Analytical skills

Communication skills

Tools

Salesforce (Service Cloud)

Excel

Job description

Overview

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 and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

Reporting to the Director, Revenue Operations, this position is responsible for leading a variety of strategic post-sale initiatives in support of OpenTable’s global customer success and account management teams. Candidates for this role must have experience managing a high-performing team, coordinating cross-functional projects and stakeholders, and manipulating large datasets to discover opportunities and trends – all for the purpose of making strategic recommendations to improve customer experience and increase efficiency across the organization.

Responsibilities

• Own OpenTable’s Agentforce development roadmap and serve as a key contributor to the OpenTable-Salesforce relationship.
• Independently lead high-visibility initiatives, including running discovery sessions, developing project timelines, managing testing/execution and measuring results.
• Proactively communicate with stakeholders and project collaborators to ensure requirements are clearly defined.
• Serve as a liaison between the Salesforce administration team, the Product & Engineering team, and the Services org, supporting enhancement prioritization efforts and translating technical language to ensure needs and next steps are easily understood.
• Contribute to end user training development in collaboration with Enablement resources and cross-functional partners for roll-outs of new tools and processes.
• Monitor feature/process success against pre-defined KPIs to identify opportunities for increasing adoption.
• Collect feedback and handle the flow of inbound ad hoc requests from the Sales & Services team.
• Own and oversee the creation of process guides, FAQs, and related materials.
• Manage a team responsible for supporting a variety of Services-related programs, processes, and initiatives.

Qualifications

• 5-10 years of experience in an Operations and/or Strategy role with people management responsibilities.
• Advanced Excel skills, including proficiency with pivot tables and VLOOKUP.
• Deep knowledge of Salesforce (Service Cloud) and Support operations systems.
• Experience contributing to Salesforce solution design and building a strategic systems roadmap.
• A passion for discovering and implementing cutting edge AI technologies and solutions.
• Operational experience measuring and improving efficiency, utilization, scaling initiatives, etc.
• Contagious enthusiasm and a willingness to take on tough projects with little direction.
• Strong presentation and written/verbal communication skills, including detailing business processes, use cases, requirements, and project plans.
• Excellent analytical and reporting capabilities and creative problem-solving, project coordination, and organization skills.

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
  • Annual 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
• 20 days of paid time off
• Private health and dental insurance
• Life and Disability insurance

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 Canada located role is 105,000 - 135,000 CAD.

We offer a competitive base salary and benefits including: 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 benefits. This role is eligible to be considered for an annual bonus.

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 adjustments 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 adjustments.

#LI - BB1