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

Role Overview

We’re looking for a Customer Experience (CX) Manager to lead a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across our global Support organization. This position directly manages QA and Support Analytics teams.

Key Responsibilities

Lead and Develop a High-Performing CX Team

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Provide clear direction, coaching,



and career development for the WFM, data, CX supervision, and automation functions.

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Set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement.

Own CX Strategy and Roadmap for Support

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Translate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap.

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Prioritize initiatives that improve both customer experience and efficiency across channels and regions.

Drive Insights, Analytics, and Workforce Planning

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Oversee the CX Data Analyst and Workforce Planning Analyst Sr. in building forecasts, dashboards, and analyses that inform staffing, channel strategy, and experience improvements.

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Use Snowflake, SQL, and Tableau-powered reporting to understand demand, contact drivers, automation performance, and agent experience, and to recommend concrete actions.

Lead Automation and AI

📌 Customer Experience Manager (México)
🏢 Opentable
📍 México