Customer Support Sr. Manager (Operations & Enablement)

OpenTable; Ciudad de México; A distancia; MXN 1,837,000 - 2,390,000; Jornada completa

Descripción de la vacante

A leading restaurant technology firm in Mexico City is seeking a Senior Manager for Support Operations Enablement. In this critical role, you will shape support operations, drive customer experience improvements, and lead AI-driven innovations. The ideal candidate possesses 7+ years in customer support and strong leadership skills in quality assurance and automation. This role offers flexibility and a commitment to a dynamic work environment.

Servicios

Work from anywhere for up to 20 days

Company-paid therapy sessions

Generous vacation and paid time off

Paid parental leave

Focus on career growth with development dollars

Travel Discounts

Private health, dental, and life insurance

Monthly social events and happy hours

30 days Christmas Bonus

Formación

• 7+ years in customer support operations, including 3+ years leading enablement functions.
• Experience in quality assurance and customer experience strategy.
• Hands-on experience with AI and automation in support contexts.
• Understanding of support functions driving frontline success.
• Skilled in analytics, translating reports into actionable strategies.
• Successful in leading initiatives that improve performance.

Responsabilidades

• Lead QA, CX, WFM, Reporting, and Training functions.
• Build programs to measure and improve customer experience.
• Design and scale AI solutions for better efficiency.
• Oversee staffing, scheduling, and forecasting.
• Create reporting dashboards for data-driven decisions.
• Design training initiatives for team upskilling.
• Serve as a thought partner to senior leadership.
• Promote accountability and continuous improvement.

Conocimientos

Customer Care Expertise

QA/CX Leadership

AI/Automation Understanding

Operational Acumen

Data-Driven Strategies

Change Management

People Leadership

Cross-Functional Collaboration

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

We’re looking for a dynamic Senior Manager to lead our Support Operations Enablement function. This role is critical in shaping how our support teams operate at scale — ensuring we’re not only delivering excellent service today, but continuously improving for the future. The successful candidate will bring expertise in Quality Assurance (QA), Customer Experience (CX), and AI/automation while also overseeing the broader enablement umbrella, including Workforce Management (WFM), Reporting & Analytics, and Training.

This leader will partner closely with Operations leadership to identify opportunities, streamline processes, and equip our teams with the right tools, insights, and skills to deliver a world-class customer experience.

What You’ll Do

• Lead the Enablement Team: Oversee the QA, CX, WFM, Reporting, and Training functions — ensuring alignment, collaboration, and measurable impact on frontline performance.
  
• Drive QA & CX Strategy: Build robust programs to measure and improve quality, voice of customer, and overall customer experience; translate insights into tangible operational improvements.
  
• Advance AI & Automation: Partner with Product, Engineering, and Operations to design, test, and scale AI solutions that enhance efficiency and service quality.
  
• Optimize Workforce Management: Ensure effective staffing, scheduling, and forecasting that balance operational efficiency with customer experience.
  
• Elevate Reporting & Insights: Oversee the design and delivery of reporting dashboards, enabling data-driven decision-making across Support.
  
• Upskill & Enable Teams: Partner with Training to design upskilling initiatives that prepare agents and leaders for evolving customer needs.
  
• Influence Strategy: Act as a thought partner to senior leadership, bringing enablement insights into broader support and company strategy.
  
• Foster a Culture of Excellence: Develop, coach, and inspire your team, promoting accountability, innovation, and continuous improvement.

About You

• Customer Care Expertise: 7+ years in customer support operations, with at least 3+ years leading enablement functions (QA, WFM, Reporting, Training, or CX).
  
• QA/CX Leader: Strong background in quality assurance and customer experience strategy, with a track record of using insights to improve service.
  
• AI/Automation Curiosity: Hands-on experience or strong exposure to AI/automation in support contexts, with an ability to bridge technical opportunities with business needs.
  
• Operational Acumen: Deep understanding of how support functions (WFM, Reporting, Training, QA) drive frontline success.
  
• Data-Driven: Skilled in analytics and able to translate reporting into actionable strategies.
  
• Change Driver: Demonstrated success leading cross-functional initiatives that improved performance and customer outcomes.
  
• People Leader: Experience developing high-performing managers and specialists across diverse functions.
  
• Collaborator: Ability to partner effectively across Operations, Product, and Technology teams.

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

  • 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

• 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

Why Join Us

This is a high-impact role where you’ll shape the future of how we enable customer support globally. You’ll have the opportunity to blend customer experience expertise, AI-driven innovation, and operational leadership into a single, transformative function that powers world-class hospitality.

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 accommodations 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 accommodations.

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