OpenTable

Customer Experience Supervisor – Senior

OpenTable

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • Mexico

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Job Level

Senior

About the role

  • Lead strategic initiatives to enhance customer experience by integrating insights from various data sources, including LevelAI, to identify customer trends and preferences
  • Challenge existing processes and procedures to drive improvements and make strategic recommendations for process enhancements
  • Build and develop a high-performing team from scratch, fostering a culture of innovation, empowerment, and continuous improvement
  • Utilize LevelAI for deep analysis of customer interaction data, enabling a data-driven approach to understanding and enhancing customer satisfaction
  • Ensure the highest standards of customer experience are consistently met through audits and inspections across customer touchpoints
  • Set clear team goals and priorities, using insights derived from advanced analytics to guide strategic projects aimed at improving customer experience outcomes
  • Oversee the integration of AI tools to maximize insights into customer behavior and operational efficiency within the team
  • Provide training and guidance on best practices in CX assurance, content quality, and leveraging technology for system optimization
  • Review customer feedback and analytics to identify opportunities for enhancing the customer journey and translating complex data into actionable strategies
  • Cultivate a team culture that values innovation, continuous learning, and mutual support, emphasizing the importance of data and technology in achieving high performance and collaboration
  • Other duties as required

Requirements

  • 3-4 years of supervisory experience
  • 1+ years experience in a Quality Assurance role or equivalent experience
  • Previous experience with AI tools focused on customer experience a plus (QA tools)
  • Excellent verbal and written communication skills
  • Proficient in Excel and G-Suite
  • Strong collaboration and relationship-building skills
  • Strong analytical and problem-solving skills
Benefits
  • Work from (almost) anywhere for up to 20 days per year
  • Focus on mental health and well-being:
  • Company-paid therapy sessions through SpringHealth
  • Company-paid subscription to Headspace
  • 5 floating holidays
  • Paid parental leave
  • Generous paid vacation + time off for your birthday
  • Paid volunteer time
  • Focus on your career growth:
  • Development Dollars
  • Leadership development
  • Access to thousands of on-demand e-learnings
  • Travel Discounts
  • Employee Resource Groups
  • Christmas Bonus - 30 days
  • 20 days of paid time off a year
  • 25% vacation premium
  • Private health, dental, and life insurance
  • Monthly social events and happy hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer experience (CX) assurancequality assurance (QA)advanced analyticsprocess improvementteam developmentAI tools
Soft Skills
leadershipcommunicationcollaborationrelationship-buildinganalytical skillsproblem-solvinginnovationcontinuous improvement