Onboarding Manager

About the Job

Responsibilities

• 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.
• What You’ll Get at OpenTable
• 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.
• 🌍 Flexibility that actually feels flexible
• 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
• 🧠 Support for your wellbeing
• 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
• 🚀 Investment in your growth
• Development Dollars to support your learning
• Leadership development opportunities
• Access to thousands of on-demand courses & learning resources
• ✨ The extras that make a difference
• 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

What You’ll Get at OpenTable

🌍 Flexibility that actually feels flexible

🧠 Support for your wellbeing

🚀 Investment in your growth

✨ The extras that make a difference