QA Supervisor - Sr. (Hybrid, Mexico City)

Location: Mexico City (Hybrid; in office 3 days per week)

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 

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 team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

OpenTable is looking for a hands-on leader who is technically savvy and can work well with all levels of people. We believe strongly in the importance of teamwork and collaboration. We recognize hard work and success, and we strive to cultivate an environment of learning, development, and FUN!

OpenTable is seeking a visionary individual with a wealth of experience in leading innovative teams to join our organization as a Customer Experience Senior Supervisor. This pivotal role requires a dynamic leader who embodies the essence of an independent thinker, unafraid to challenge the status quo of current processes and procedures. The ideal candidate will confidently make recommendations for process improvements to senior leadership, driving forward-thinking initiatives. Additionally, you should possess the exceptional ability to assemble and lead a team of high performers from the ground up, instilling a culture of innovation, empowerment, and continuous improvement.

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

About You:

• Passionate about elevating customer experiences, continually seeking ways to innovate and improve.
• A natural leader, you inspire your team, fostering an environment where success is shared.
• Hands-on and proactive, you embody a can-do attitude and lead by example.
• Skilled at building relationships, your interpersonal abilities enable effective collaboration.
• Data-savvy and comfortable using analytical tools to inform decisions and strategies.
• Committed to personal and professional growth, staying informed about industry trends and technologies.
• Inclusive and supportive, you guide your team through challenges, celebrating their achievements.

Qualifications:

• 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 collaborati