With millions of diners, 70,000+ 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 the Job
As the Onboarding Manager, you will lead a high-performing team responsible for seamlessly transitioning new restaurant partners from post-sale preparation to full software implementation and activation. In this strategic leadership role, you will drive operational excellence and scale the onboarding function by evaluating workflows, leveraging data-driven insights, and integrating modern automation and AI tools. You will directly foster a culture of continuous development, accountability, and high performance across the team while collaborating cross-functionally to support broader business goals. By accelerating time-to-activation and ensuring exceptional partner satisfaction, you will play a critical role in expanding partner success across the ecosystem.
Responsibilities
- Lead, coach, and develop a team of Onboarding Specialists and Associate Specialists to achieve high performance, clear career progression, and consistent delivery against team targets.
- Drive operational velocity and efficiency by evaluating customer intake-to-onboarding workflows and integrating AI-driven automation into daily administrative and implementation processes.
- Establish, monitor, and optimize key performance metrics to reduce time-to-activation for new partners while maintaining high implementation quality and satisfaction scores.
- Serve as a strategic liaison across cross-functional departments—including Sales, Product, and Intake—to align pipeline health, customer insights, and implementation updates with leadership priorities.
- Lead organizational change and capacity management initiatives, using data-backed trends to guide the team through process shifts and evolving business needs.
- Foster a transparent, collaborative, and inclusive environment that promotes high accountability, continuous learning, and continuous process improvement.
Minimum Qualifications
- 5–6 years of experience in a people leadership role, managing customer-facing, implementation, or operations teams.
- Proven track record of managing performance metrics, tracking team targets, and delivering business results within a SaaS environment.
- Demonstrated experience initiating and executing project management initiatives from conception through completion.
- Practical experience in team development, performance coaching, and cross-functional stakeholder management.
- Bachelor's degree or equivalent practical experience.
Preferred Qualifications
- Direct background in restaurant operations or hospitality management software environments.
- Familiarity with restaurant management product suites and software architecture.
- Experience leading remote or distributed teams across multiple geographic locations and time zones.
- Proven success scaling customer onboarding or technical implementation functions during periods of rapid growth.
- Demonstrated ability to adopt, implement, and train teams on AI productivity tools and modern workflow automation.
What You’ll Get at OpenTable
We believe great work happens when people feel trusted, supported & excited about what they do — so we offer benefits designed to support your life, wellbeing & growth.
🌍 Flexibility that actually feels flexible
- Work from (almost) anywhere for up to 20 days per year
- Generous annual leave, plus your birthday off
- An annual company-wide recharge week where the whole business fully switches off
🧠 Support for your wellbeing
- Private health & dental insurance
- Company-paid therapy through Spring Health
- A Headspace subscription
- An Employee Assistance Programme with 24/7 GP access, legal support & more
- Income protection & life assurance
- Discounted gym membership
🚀 Investment in your growth
- Development Dollars to support your learning
- Leadership development opportunities
- Access to thousands of on-demand courses & learning resources
✨ The extras that make a difference
- Paid volunteer days
- Paid parental leave
- Competitive pension contributions
- Bike2Work & season ticket loan schemes
- Travel discounts
- Employee Resource Groups & inclusive communities
- Regular socials, Thursday happy hours & free office lunches twice a week