Queue Manager

Opentable

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. The Account Manager CQ drives engagement, increases reservation availability and decreases churn for our customers. You will be part of a team collectively responsible for the overall health of our largest segment of restaurant customers. Your interactions will be remote, using phone, e-mail, webinars and other methods to convey ideas, perform training and resolve open issues. It is our mission to look after each valuable customer, and we quickly assess their needs and work to address those needs efficiently. We help the restaurant incorporate OpenTable into their daily operations, continually driving adoption in the process. Churn is reduced by working with and demonstrating the value of our products and services to restaurants. Are you in the business of building and managing relationships? Are you satisfied by keeping an organized schedule and answering the needs of others? Then you will love this role and the OpenTable culture! Note: This position requires full professional fluency in both French and English. Key Responsibilities * You will lead the overall management of our most valuable business segmentation of customers * You will resolve customer cases and tasks daily * You will share data with restaurants to change behavior and drive adoption * You will enthusiastically work closely with customers to drive engagement on the OpenTable platform and increase reservation availability * Respond to restaurant partner concerns from our Customer Support and field teams * Perform presentations and training remotely to restaurant customers * You will encourage customers to think differently about their business in ways that will help both parties achieve success * You will consistently meet and exceed regular team and individual goals * You will contribute to an overall reduction in customer churn   Please apply if: * Account management experience * Proven record of consultative selling and/or account management * Deep knowledge of restaurant operations * Self-motivated with tried ability to perform well under pressure and against bold goals and deadlines * Skilled at presenting new points of view to customers that reframe and challenge the way they view their business * Aptitude for capturing and using data to advise and persuade others to make business decisions * Excellent communication, listening, influencing and training skills * High-reaching, tenacious and results driven * Validated ability to work across many departments to take on problems and achieve results. * Excellent organization, documentation and time management skills * Shown success working in an unstructured and entrepreneurial environment * Experience using Salesforce of equivalent CRM solution is a plus * Bilingual - English and French  * Bachelors degree and/or equivalent preferred   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 * Competitive retirement and health plans   Note for MA applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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 United States located role is $60,000 - $70,000USD. 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. #LI-Remote

Opentable

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. ---------------------------------------------------------------------------------------------------------------------------------- ABOUT THIS ROLE: OpenTable helps restaurants run and grow their business while helping diners discover and book the right table for every occasion. As an Account Manager, you will manage a portfolio of restaurant partners and help them get the most value from the OpenTable platform. You will build trusted relationships, use data to guide conversations, and identify opportunities to improve retention, adoption, and commercial performance.  It is our mission to look after each valuable customer, and we quickly assess their needs and work to address those needs efficiently. We help the restaurant incorporate OpenTable into their daily operations, continually driving adoption in the process. Churn is reduced by working with and demonstrating the value of our products and services to restaurants. Are you in the business of building and managing relationships? Are you satisfied by keeping an organized schedule and answering the needs of others? Then you will love this role and the OpenTable culture! This is a hybrid role; working from our London office twice a week, ---------------------------------------------------------------------------------------------------------------------------------- RESPONSIBILITIES * Manage a portfolio of restaurant partners, building strong relationships that support long-term retention and growth. * Use data and customer insights to increase platform adoption, improve reservation availability, and drive measurable business outcomes. * Resolve day-to-day partner issues efficiently and provide a high standard of service across multiple channels, including phone, email, and virtual meetings. * Deliver remote training, guidance, and business recommendations that help partners use OpenTable effectively in their daily operations. * Partner cross-functionally with Customer Support and field teams to resolve escalations and improve the overall partner experience. * Identify commercial opportunities within your portfolio and influence partners to adopt strategies that strengthen performance on the platform. ---------------------------------------------------------------------------------------------------------------------------------- MINIMUM QUALIFICATIONS * 3+ years of experience in account management, customer success, consultative sales, or a similar customer-facing role. * Experience working with customers in hospitality, restaurants, SaaS, or another service-based environment, with the ability to understand operational needs and translate them into business value. * Experience using data, reporting, or performance insights to influence decisions and improve customer outcomes. * Strong written and verbal communication skills, including experience delivering presentations, training, or reviews to stakeholders. * Professional fluency in English & German languages. PREFERRED QUALIFICATIONS * Experience managing a high-volume portfolio of small or mid-sized business customers. * Experience working with restaurant technology, hospitality platforms, or reservation products. * Experience partnering with cross-functional teams to resolve escalations and improve customer satisfaction. * Confidence coaching customers through change and identifying opportunities for growth. * Ability to prioritize effectively and stay organized in a fast-paced environment with multiple competing demands. ---------------------------------------------------------------------------------------------------------------------------------- BENEFITS AND PERKS 🌍 Flexibility & time off Enjoy the option to work from almost anywhere for up to 20 days per year, generous vacation time, your birthday off, paid volunteer days, and our annual company-wide recharge week where the whole team takes time to reset. 🧠 Health & wellbeing Your wellbeing matters to us. We offer private health & dental insurance, company-paid therapy through SpringHealth, a Headspace subscription, and an Employee Assistance Program including 24/7 GP access and legal advice, alongside income protection and life assurance. 📈 Growth & development We invest in your career with Development Dollars, leadership development opportunities, and thousands of on-demand learning resources. ✨ Extra perks Additional benefits include pension contributions, discounted gym membership, Bike2Work and season ticket loans, Employee Resource Groups, regular social events and Thursday happy hours, plus free lunch in the office twice per week. ---------------------------------------------------------------------------------------------------------------------------------- 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. #LI-FF1

Opentable

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.   About the job As an Associate Account Manager, Central Queue you are the architect of growth for our newest partners, bridging the gap between initial onboarding and long-term success. You will deliver data-driven insights and strategic consulting at scale to empower partners with the tools they need to maximize their impact from day one. In this high-impact role, you will manage a high-volume portfolio to ensure partners meet their goals and realize immediate value within the restaurant ecosystem.   Responsibilities * Act as the primary point of contact for new partners, delivering expert guidance on account optimization and growth strategies. * Monitor partner performance metrics against established goals to identify underperforming accounts and deploy proactive recovery strategies. * Orchestrate the central work queue by prioritizing partner needs based on data-driven triggers and potential for business impact. * Collaborate with Product and Marketing teams to funnel partner feedback into the product roadmap and develop scalable educational resources. * Identify friction points in the partner journey and propose automation or workflow enhancements to improve overall team efficiency. * Manage the health of a high-volume restaurant portfolio utilizing automated workflows and personalized interventions to drive retention.   Minimum Qualifications * Bachelor's degree or equivalent practical experience. * 2+ years of experience in account management, customer success, or sales operations. * Demonstrated ability to manage and prioritize a high volume of stakeholders or tasks simultaneously. * Experience using data analysis to inform business decisions and influence partner strategy.   Preferred Qualifications * Ability to synthesize complex data into actionable recommendations for non-technical stakeholders. * Experience influencing senior decision-makers through data-backed storytelling and consultative communication. * Proficiency with customer relationship management (CRM) tools and a track record of improving operational workflows. * Exceptional written and verbal communication skills tailored for a professional, remote-first environment. * Demonstrated success thriving in fast-paced, entrepreneurial, or unstructured environments.   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 The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office —giving employees the best of both worlds: in-person collaboration and flexibility.   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. #LI-LR1 #LI-Hybrid