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Director - Global Onboarding and Customer Experience
hace 2 meses
We are seeking a highly experienced and skilled Director to lead our Global Onboarding and Customer Success team. As a key member of our leadership team, you will be responsible for overseeing the onboarding process for new customers and ensuring a seamless transition from sales to product implementation.
Key Responsibilities- Onboarding Strategy and Execution: Develop and implement strategies to assess the onboarding experience and analyze feedback to continuously improve the process.
- Team Leadership: Lead a team of 50+ people worldwide, providing guidance, support, and empowerment to drive success.
- Performance Metrics and Analysis: Track performance indicators regularly to determine if new or modified tactics should be implemented, and analyze processes to determine if they need modification.
- Customer Collaboration: Consult 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 transitions.
- Process Improvement: Analyze and optimize processes to determine if they need modification and implement those modifications to drive efficiency and effectiveness.
- Experience: 8+ years of experience in SaaS Operations, Customer Success, Onboarding, or a related field, with 4+ years of experience as an operational leader.
- Leadership Skills: Proven track record of driving onboarding success, both as an individual contributor and as a leader, with experience driving a team to work at scale.
- Communication and Analytical Skills: Strong written, verbal, and analytical skills, with the ability to use data to drive decisions.
- Benefits: OpenTable provides Mexican Social Security (IMSS), Christmas Bonus, Paid Time Off, Vacation Premium, Parental Leave, Bereavement Leave, Marriage Leave, Bonuses, Dental Insurance, Life Insurance, and Major Medical Insurance.
- Diversity, Equity, and Inclusion: OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming.
