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 Role:
Build and lead a team of Real Time Specialist and Workforce Schedulers globally
Serve as a subject matter expert for contact center systems and tools including but not limited to: Telephony, Workforce Management and CRM systems
Participates in planning for off-line activities to support operations needs including training and meetings
Monitor staffing levels to ensure consistent achievement of daily service levels and performance metrics by actively managing real-time activities. Consistently debrief on days of underachievement and implement opportunities for improving workflow processes
Communicate and interact effectively with operations and leadership to provide information in a timely manner
Monitor, coach, train, and provide constructive feedback to employees. Administer corrective or disciplinary action when appropriate and create personalized action plans for improvement
Create, maintain, and ensure departmental policies and procedures are documented, communicated, and well organized
Serve as the owner of Outage Management for Support globally
Manage special projects as assigned by Leader
About You:
Uses independent judgment requiring analysis of variable factors and determine the best course of action
Ability to handle multiple competing priorities and deadlines with attention to detail
Strong understanding of OpenTable's business, core values, and goals
Ability to lead and partner successfully with agents, leadership, and other teams
Strong analytical, verbal and written communications skills
Ability to manage multiple, complex, on-going tasks and projects
High level of integrity, judgment and follow through
Strong coaching, people, and leadership skills
Promote Change/ Transformation: Manage change and transformation to deliverables
Remain flexible and adaptable to effectively manage a global team across multiple time zones, ensuring clear communication, cultural sensitivity, and seamless collaboration
Qualifications:
2-3 years of Workforce experience and/or 2-3 years of experience leading teams in a contact center
Proven success with building, leading, and motivating a team
Strong analytical and behavioral problem solving skills
An understanding of contact center KPIs
Desired Experience:
Experience with Workforce tools such as Talkdesk, Agyle Time, Salesforce, etc.
Strong communication skills: active listening, writing/ typing, informal communication
Ability to build and maintain reporting
Ability to establish strong partnerships with internal work groups
Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable.
Ability to work under pressure and within tight deadlines
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
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’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.
OpenTable Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about OpenTable and has not been reviewed or approved by OpenTable.
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Leave & Time Off Breadth — Time off is positioned as generous, including ample PTO, company-wide recharge time, and additional one-off days such as a birthday/celebration day. Paid volunteer time is also included, reinforcing a broad time-off offering beyond standard vacation and holidays.
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Wellbeing & Lifestyle Benefits — Wellbeing support is positioned as a meaningful part of the package, including company-paid therapy sessions and a paid mindfulness subscription. Flexibility policies such as meeting-free Fridays and “work from (almost) anywhere” are also framed as lifestyle-supporting benefits.
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Strong & Reliable Incentives — Variable pay and upside are highlighted for some roles, especially sales positions where on-target earnings and accelerators can meaningfully raise take-home pay when goals are met. Some postings also indicate eligibility for annual bonuses in certain roles.
OpenTable Insights
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What We Do
With millions of diners, tens of thousands of restaurants, and 20+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations, and maximize revenue. 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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.
Why Work With Us
Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.
