Automation Analyst (Hybrid, Mexico City)

OpenTable; Ciudad de México; A distancia; MXN 40,000 - 70,000; Jornada completa

Descripción de la vacante

OpenTable is seeking an Automation Analyst to enhance automation systems within Customer Support. The successful candidate will analyze trends, monitor performance, and collaborate with teams to improve AI-powered workflows and service quality. The role offers substantial opportunities for professional growth, including a focus on well-being and development.

Servicios

Company-paid therapy sessions

Generous paid vacation

Development Dollars

20 days of paid time off

Formación

• Minimum 2 years in a customer experience analytics or business operations role.
• Familiarity with support operations metrics, such as AHT, FCR, and CSAT.
• Experience with automation platforms or AI ticket triage tools is a plus.

Responsabilidades

• Monitor and report on automation performance metrics.
• Analyze trends in automation failures to identify improvement areas.
• Collaborate with teams to refine automation processes.

Conocimientos

Analytical skills

Problem-solving skills

Communication skills

Collaboration

Educación

2+ years in CX analytics or related field

Herramientas

Y Meadows

Salesforce AgentForce

SQL

Descripción del empleo

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 that includes our sister brand, KAYAK and its portfolio of global metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

The Automation Analyst supports the analysis, optimization, and continuous improvement of automation systems used within Customer Support. This includes AI-powered workflows across digital support (via Y Meadows and Salesforce AgentForce) and upcoming voice-based automations. The role is responsible for evaluating automation effectiveness, monitoring performance, identifying training opportunities for AI models, and creating feedback loops with QA, Reporting, and frontline teams. This role plays a critical part in achieving the organization’s automation goals while maintaining service quality.

Key Responsibilities

• Monitor and report on automation performance across Y Meadows (digital ticketing), Salesforce AgentForce workflows, and voice automation tools.
  
  
• Analyze trends in automation failures, escalations, and misrouted cases to identify areas for retraining or logic improvement.
  
  
• Create structured feedback loops with QA and CX teams to inform automation refinement.
  
  
• Maintain automation performance dashboards and reports, including success rates, deflection, containment, and customer impact metrics.
  
  
• Collaborate with the Automation Manager to prioritize automation roadmap items based on data and business impact.
  
  
• Coordinate with Reporting and WFM teams to ensure automation is aligned with overall support strategy and forecasting.
  
  
• Support new automation testing and implementation, including regression validation and post-launch tracking.
  
  
• Document findings, automation gaps, and training needs for AI vendors and engineering partners.

Key Tools & Systems Used

• Y Meadows (AI automation and triage platform)
  
  
• Salesforce AgentForce (case management and workflow automation)
  
  
• [Future voice automation partner] (AI-driven voice/IVR platform)
  
  
• Data tools: Sheets, Preset, Snowflake, SQL (preferred)
  
  
• Collaboration: Jira, Confluence, Slack, Google Workspace
  
  

Skills & Qualifications

• 2+ years in a CX analytics, business operations, or process improvement role
  
  
• Strong analytical and problem-solving skills; ability to recognize patterns in performance data
  
  
• Familiarity with support operations and metrics (AHT, FCR, CSAT, containment, etc.)
  
  
• Experience with Salesforce Service Cloud/AgentForce workflows preferred
  
  
• Working knowledge of AI/NLP concepts and how AI automation tools operate
  
  
• Strong communication and documentation skills; able to translate technical issues into clear recommendations
  
  
• Experience with automation platforms or AI ticket triage tools (e.g., Y Meadows, ChatGPT, Gemini) is a plus
  
  
• Collaborative mindset; ability to work cross-functionally with QA, Reporting, WFM, frontline support, Revenue Operations team and Salesforce admins

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
• 5 floating holidays
• 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
• Christmas Bonus - 30 days
• 20 days of paid time off a year
• 25% vacation premium
• Private health, dental, and life insurance
• Monthly social events and happy hours

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.

#LI-BR1