Customer Experience Manager

OpenTable

distrito federal, distrito federal, Mexico
Full-time
Posted May 25, 2026
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Job Description

Role Overview

We’re looking for a Customer Experience (CX) Manager to lead a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across our global Support organization. This position directly manages QA and Support Analytics teams.

Key Responsibilities

Lead and Develop a High-Performing CX Team

  • Provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions.

  • Set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement.

Own CX Strategy and Roadmap for Support

  • Translate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap.

  • Prioritize initiatives that improve both customer experience and efficiency across channels and regions.

D...

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