Director - Global Onboarding

With millions of diners, tens of thousands of restaurants, and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined. Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.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. 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.In this role you will:Communicate regularly on identified productivity and success measuresTrack performance indicators regularly to determine if any new or modified tactics should be implementedDetermine and exploit the levers which increase product adoption Analyze  processes to determine if they need modification and then implement those modificationsConsult 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 transitionsLead and motivate the global onboarding team every dayEmpower your team, from the managers on down, to operate autonomously with successPromote individual accountability, internal collaboration, operational/service excellence, and foster a positive team cultureInvest in the development of your teamMake sure your team knows what success looks likeUse data to drive decisionsPlease apply if you have:8+ years of experience in SaaS Operations, Customer Success, Onboarding or a related field 4+ years of experience as an operational leaderA proven track record of driving onboarding success, both as an individual contributor and as a leaderExperience with a distributed team Experience driving  a team to work at scaleStrong written, verbal and analytical skillsA few of the benefits you get at OpenTable—Generous paid vacationDay off on your birthdayCompany-matched retirement plansCompany-wide week off each yearWork from (almost) anywhere policyHealth, dental, and vision insurance plansFlexible Spending AccountsHeadspace SubscriptionCompany-paid therapy sessions through SpringHealthPaid Volunteer TimeUniversal Paid Parental LeaveNotefor Connecticut Residents: To receive estimated salary range information for this role pursuant to Connecticut's "An Act Concerning the Disclosure of Salary Range for a Vacant Position", email CTCareers@kayak.com. You must include the name of the position in your request.There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this remote Illinois based role is $170,000 - $225,000. In addition to a competitive base salary, roles are eligible for additional compensation and benefits including: annual cash bonus, equity grant; health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave and benefits.Diversity, Equity, and InclusionOpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform job responsibilities, and receive other benefits and privileges of employment. Please contact us to request accommodation.