Director, Customer Support, North America
Director - Customer Support – North America
The strategy of the OpenTable Customer Support organization is to ensure we are delivering an amazing experience to support and increase long term customer loyalty. The Customer Support Director is someone who is passionate about customer support, can instil this passion in others, lives OpenTable technology and innovation, and will identify or accelerate opportunities to always improve the guest experience.
The Director is responsible for delivering outstanding support to our OpenTable restaurants and diners. You will help recruit and manage a local team of over 100 people. The team is not fully built out at this time and part of your initial responsibilities will be to help complete the build-out of our internal Tier I team and establish processes for our new contact center. As a member of the Customer Support Leadership team you will work to improve the overall customer experience for our restaurant partners and their diners worldwide. A stellar Customer Support team will help improve our customers’ experience and have strong influence in areas of customer retention, OpenTable adoption and customer loyalty.
This is an exciting opportunity to unequivocally influence our customers’ - and OpenTable’s - success. Not only will you be responsible for maintaining our high standards, you will also be required to seek out, test, and implement new procedures, tools and channels to improve service delivery. As a leader in North America you’ll play a role in developing processes to support our US, Mexico, Canadian and French Canadian customers as well as establishing a strategy to support new growth. We practice a “follow the sun” strategy and you will work with the rest of the Support leadership team on developing an efficient process so that all of our customers globally can receive support when they need it.
Key responsibilities
- Lead a local team of Support professionals and to ensure service delivery for all our products and be ultimately responsible for the success of that delivery
- Lead with a data driven mindset, using data to drive business decisions.
- Develop, advocate and execute plans for service delivery as we expand into new markets
- Maintain a high standard of service based on clearly defined metrics
- Continually look for new methods to improve first contact resolution and apply those learning’s to reduce the need for other customers to call with the same question or concern.
- Ensure customer feedback is clearly captured and uniformly conveyed internally to enable ongoing improvement of OpenTable products
- Define the Customer Support function and assist with recruiting a team to increase customer loyalty, commitment, and excitement
- Advocate the voices of the restaurant, consumer and support team at internal meetings
- Seek out and evaluate the efficacy of support infrastructure hardware, software and services
- Handle escalations as needed from restaurants, OpenTable staff, and consumers, and manage them responsibly and with deference to the client
- Partner with OpenTable colleagues to solicit support requests, distribute service guidelines and set proper expectations
- Develop, lead, implement, and drive projects to improve customer satisfaction and reduce costs
- Must be willing to be flexible with schedule. Handle On-call requirements – and responsible for out-of-hours and weekend escalations
- Travel to client sites and other OpenTable offices (national and international) as required
Qualifications and Experience
- Extensive experience managing a customer focused call center support environment
- Demonstrated excellence in effectively managing and developing teams
- Ability to present new ideas, create a plan, implement, measure and demonstrate the effectiveness of new initiatives
- Experience in a service orientated environment and an understanding of restaurant operations highly desirable
- Demonstrated ability to effectively deal with high-pressure situations with grace and composure; good humor is always appreciated!
- The ability to successfully interact with OpenTable customer base in a professional and consultative manner
- Strong interpersonal, written, verbal communication skills with an ability to multi-task
- Four year BS/BA degree preferred