Customer Experience Manager (Hybrid - Mexico City) 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. 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, provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions; set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement. Own CX strategy and roadmap for Support: translate customer feedback, QA outcomes, and operational KPIs into a clear CX roadmap; prioritise initiatives for 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; recommend concrete actions. Lead automation and AI optimisation: partner with the Automation Analyst to evaluate and improve automation performance; define success metrics and measurement plans for new automation; establish feedback loops and ensure automation reduces effort without degrading CX. Partner with Operations and QA to lift frontline experience: work closely with the CX Sr. Supervisor and QA/Training/Upskilling teams; connect QA insights and Level AI 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—including WFM, Support Intelligence, RevOps/Salesforce admins, Product, GTM and Content/Knowledge teams; build trust and alignment through data‑driven recommendations; represent the voice of the customer and the voice of the agent in cross‑functional forums. Required Skills & Experience Experience: 5+ years in Customer Experience, Customer Support, Operations or a closely related field. Leadership: 2+ years of direct people management experience, leading analysts and/or operational leaders. 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.). Communication: Excellent written and verbal communication skills; ability to translate complex analysis into clear narratives. Nice to Have Experience with Salesforce Service Cloud. Experience with AI‑driven QA or automation tools (e.g., Level AI). Background in designing CX/QA frameworks or VOC programs. Experience in SaaS, marketplace or hospitality environments. 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. Benefits and Perks Work from (almost) anywhere for up to 20 days per year. Company‑paid therapy sessions through SpringHealth. Company‑paid subscription to Headspace. Company‑wide week off a year – the whole team fully recharges. Paid parental leave. Generous paid vacation + time off for your birthday. 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. Private health, dental and life insurance. Monthly social events and happy hours. 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. #J-18808-Ljbffr