Customer Support Senior Manager – Operations & Enablement

OpenTable

full-time

Posted on: 9/3/2025

Origin: • 🇲🇽 Mexico

✨ AI Apply

Senior

About the role

Oversee the QA, CX, WFM, Reporting, and Training functions — ensuring alignment, collaboration, and measurable impact on frontline performance.
Build robust programs to measure and improve quality, voice of customer, and overall customer experience; translate insights into tangible operational improvements.
Partner with Product, Engineering, and Operations to design, test, and scale AI solutions that enhance efficiency and service quality.
Ensure effective staffing, scheduling, and forecasting that balance operational efficiency with customer experience.
Oversee the design and delivery of reporting dashboards, enabling data-driven decision-making across Support.
Partner with Training to design upskilling initiatives that prepare agents and leaders for evolving customer needs.
Act as a thought partner to senior leadership, bringing enablement insights into broader support and company strategy.
Develop, coach, and inspire your team, promoting accountability, innovation, and continuous improvement.

7+ years in customer support operations, with at least 3+ years leading enablement functions (QA, WFM, Reporting, Training, or CX).
Strong background in quality assurance and customer experience strategy, with a track record of using insights to improve service.
Hands-on experience or strong exposure to AI/automation in support contexts, with an ability to bridge technical opportunities with business needs.
Deep understanding of how support functions (WFM, Reporting, Training, QA) drive frontline success.
Skilled in analytics and able to translate reporting into actionable strategies.
Demonstrated success leading cross-functional initiatives that improved performance and customer outcomes.
Experience developing high-performing managers and specialists across diverse functions.
Ability to partner effectively across Operations, Product, and Technology teams.