Customer Service Associate
Solera Holdings, LLC.
Customer Support Senior Manager – Operations & Enablement
OpenTable
full-time
Posted on:
Location: 🇲🇽 Mexico
Visit company websiteJob Level
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.
Requirements
- 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.
