With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (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. 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.

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 general Support organization. This position directly manages QA and Support Analytics teams.

Key Responsibilities Lead and Develop a High-Performing CX Team Provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions. Own CX Strategy and Roadmap for Support Translate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap. Prioritize initiatives that improve both customer experience and efficiency across channels and regions.

Drive

Insights, Analytics, and Workforce Planning Oversee the CX Data Analyst and Workforce Planning Analyst Sr. in building forecasts, dashboards, and analyses that inform staffing, channel strategy, and experience improvements. 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 Optimization Partner with the Automation Analyst to evaluate and improve automation performance (e.g., bots, deflection, self-service, AI tools).

Establish feedback loops with QA, frontline teams, and stakeholders so automation changes are tested, monitored, and iterated. Supervisor and QA/Training/Upskilling teams to ensure processes, coaching, and quality programs align to CX goals. Connect QA insights and Level AI (or similar tools) outputs to coaching, training, and process improvements.

Manage

Stakeholders and Cross-Functional Alignment Act as the primary CX point of contact for Support leadership and partners such as WFM, Support Intelligence, RevOps/Salesforce admins, Product, GTM, and Content/Knowledge teams. Build trust and alignment through clear storytelling, data-driven recommendations, and follow-through on action items. Represent the voice of the customer and the voice of the agent in cross-functional forums and projects.

Required Skills & Experience Experience: 5+ years in Customer Experience, Customer Support, Operations, or a closely related field.

Strategy: Demonstrated experience leading CX or support initiatives that improved KPIs such as CSAT, NPS, FCR, automation/containment, or QA scores.

Technical Skills: Proficiency in SQL; hands-on experience with Snowflake;

experience building or consuming dashboards in Tableau.

Metrics: Solid understanding of support and CX metrics (CSAT, NPS, FCR, containment/deflection,



QA/quality scores, AHT, adherence, staffing KPIs, etc.). able to translate complex analysis into clear narratives.

Nice to Have: Experience with Salesforce Service Cloud. Location & Working Model This role is based in our Mexico City office.

Hybrid model: 3 days per week in‐office (specific days aligned with team/department guidelines). You will collaborate regularly with global partners across time zones (US, UK, and other regions), so some flexibility in working hours may be required for key meetings.

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 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. 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.

📌 Head of Client Experience (San Pedro Garza García)
🏢 Opentable
📍 San Pedro Garza García