Onboarding Manager

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*