Onboarding Manager

With millions of diners, 70,000+ 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.

As the Onboarding Manager, you will lead a high-performing team responsible for seamlessly transitioning new restaurant partners from post-sale preparation to full software implementation and activation. In this strategic leadership role, you will drive operational excellence and scale the onboarding function by evaluating workflows, leveraging data-driven insights, and integrating modern automation and AI tools. You will directly foster a culture of continuous development, accountability, and high performance across the team while collaborating cross-functionally to support broader business goals. By accelerating time-to-activation and ensuring exceptional partner satisfaction, you will play a critical role in expanding partner success across the ecosystem.

• →Lead, coach, and develop a team of Onboarding Specialists and Associate Specialists to achieve high performance, clear career progression, and consistent delivery against team targets.
• →Drive operational velocity and efficiency by evaluating customer intake-to-onboarding workflows and integrating AI-driven automation into daily administrative and implementation processes.
• →Establish, monitor, and optimize key performance metrics to reduce time-to-activation for new partners while maintaining high implementation quality and satisfaction scores.
• →Serve as a strategic liaison across cross-functional departments—including Sales, Product, and Intake—to align pipeline health, customer insights, and implementation updates with leadership priorities.
• →Lead organizational change and capacity management initiatives, using data-backed trends to guide the team through process shifts and evolving business needs.
• →Foster a transparent, collaborative, and inclusive environment that promotes high accountability, continuous learning, and continuous process improvement.

• 5–6 years of experience in a people leadership role, managing customer-facing, implementation, or operations teams.
• Proven track record of managing performance metrics, tracking team targets, and delivering business results within a SaaS environment.
• Demonstrated experience initiating and executing project management initiatives from conception through completion.
• Practical experience in team development, performance coaching, and cross-functional stakeholder management.
• Bachelor's degree or equivalent practical experience.

• Direct background in restaurant operations or hospitality management software environments.
• Familiarity with restaurant management product suites and software architecture.
• Experience leading remote or distributed teams across multiple geographic locations and time zones.
• Proven success scaling customer onboarding or technical implementation functions during periods of rapid growth.
• Demonstrated ability to adopt, implement, and train teams on AI productivity tools and modern workflow automation.

We believe great work happens when people feel trusted, supported & excited about what they do — so we offer benefits designed to support your life, wellbeing & growth.

• Work from (almost) anywhere for up to 20 days per year
• Generous annual leave, plus your birthday off
• An annual company-wide recharge week where the whole business fully switches off

• Private health & dental insurance
• Company-paid therapy through Spring Health
• A Headspace subscription
• An Employee Assistance Programme with 24/7 GP access, legal support & more
• Income protection & life assurance
• Discounted gym membership

• Development Dollars to support your learning
• Leadership development opportunities
• Access to thousands of on-demand courses & learning resources

• Paid volunteer days
• Paid parental leave
• Competitive pension contributions
• Bike2Work & season ticket loan schemes
• Travel discounts
• Employee Resource Groups & inclusive communities
• Regular socials, Thursday happy hours & free office lunches twice a week