Director of Global Onboarding, OpenTable
Plus bonuses
Online restaurant reservation service
Open for applications
Online restaurant reservation service
1001+ employees
Open for applications
Plus bonuses
1001+ employees
Company mission
To bring together people and the restaurants they love in the moments that matter.
Role
Who you are
- The ideal candidate will have a proven track record in customer onboarding and project management, excellent communication and leadership skills, and a strong understanding of SaaS or tech industry standard processes
- A customer-centric attitude, problem-solving abilities, and the ability to thrive in a fast-paced environment are essential for success in this role
- 8+ years of experience in SaaS Operations, Customer Success, Onboarding or a related field
- 4+ years of experience as an operational leader
- A proven track record of driving onboarding success, both as an individual contributor and as a leader
- Experience with a distributed team
- Experience driving a team to work at scale
- Strong written, verbal and analytical skills
What the job involves
- As the Director of Global Onboarding, you will play a crucial role in overseeing the onboarding process for new customers
- You will lead a team of 50+ people worldwide
- Your responsibilities will include meeting or exceeding company onboarding quantity and quality goals, developing and implementing strategies to assess the onboarding experience and analyzing that feedback to continuously improve the onboarding process
- You will collaborate closely with cross-functional teams such as Sales, Customer Success, and Product Development to ensure a smooth transition for customers from the sales process to product implementation
- Additionally, you will be responsible for setting and meeting key performance indicators related to customer onboarding, such as time to onboard, customer satisfaction scores, and retention rates
- Communicate regularly on identified productivity and success measures
- Track performance indicators regularly to determine if any new or modified tactics should be implemented
- Determine and exploit the levers which increase product adoption
- Analyze processes to determine if they need modification and then implement those modifications
- Consult with key customers in the restaurant lifecycle to determine and refine how we handle key moments in the customer journey and work with them to ensure seamless transitions
- Lead and motivate the global onboarding team every day
- Empower your team, from the managers on down, to operate autonomously with success
- Promote individual accountability, internal collaboration, operational/service excellence, and foster a positive team culture
- Invest in the development of your team
- Make sure your team knows what success looks like
- Use data to drive decisions
Our take
OpenTable was one of the earliest innovators in the online reservation space, setting up shop in 1998 as a tool to enable restaurants to take bookings online. Rather than charging consumers for the service, OpenTable generates revenue via a monthly subscription and reservation fee from businesses.
Today, the platform is used by tens of thousands of restaurants around the world and seats over 1 billion diners per year. The company was acquired by Booking Holdings – the world's largest travel company – for $2.6 billion in 2014, and remains a subsidiary of the group to this day.
OpenTable is the dominant player in the restaurant reservation software category, with an impressive 45% market share, but does face increasing competition from platforms like Resy, Tock, TableAgent, and many more. Nonetheless, this market leader has garnered an impressive reputation, and there is nothing to say it won't hold on to the dominance it has earned into the future.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2000
$36m
SERIES C
Jan 2000
$10m
SERIES B
Total funding: $48.2m
Company benefits
- Work from (almost) anywhere - wherever you do your best work
- Mental health and well-being - company-paid therapy sessions through SpringHealth, company-paid subscription to HeadSpace, and company-wide weeks off a year so the whole team can recharge
- Generous parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Enriched learning and development opportunities - leadership development & access to thousands of on-demand e-learnings
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Debby Soo
(CEO, not founder)After graduating from Stanford with a liberal arts major, Debby started their career in investment banking. Thereafter they worked in Google’s Strategic Partnerships Group and then spent a decade at KAYAK, eventually becoming CCO.
People progressing
Joined as a Project Coordinator. Promoted to Lead Project Coordinator after 2 years. Then promoted again to Project Coordinator Manager after 2 years. Now is Director of Global Sales & Services.
Salary benchmarks
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