Onboarding Specialist - Toronto - OpenTable

Description

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.

The Onboarding Specialist (OBS) is responsible for the successful onboarding of our restaurant partners. Using a consultative approach, the OBS will configure, coordinate and deliver training to key staff on our Core, Pro, Basic and additional products. The Onboarding team is responsible for the end‑to‑end implementation of the onboarding process. We lead the restaurant from initial sale through configuration to initial training and go‑live. The OBS position is a hybrid position, requiring two to three days in office depending on location. The OBS will use various tools and procedures designed to guide the restaurant through the process. The OBS is part of a global team charged with setting each restaurant up for success with OpenTable. They will be measured on the speed, volume and quality of each implementation based on a set of goals and benchmarked against others in the team.

Responsibilities

Enthusiastically contact our restaurants and guide them through the onboarding process.

Work with our restaurant partners to configure the OpenTable system to their needs.

Use phone and online tools to train key restaurant staff with an emphasis on specific ways the restaurant can use OpenTable to optimize their operations.

Provide administrative and coordinator functions related to Global Onboarding program including scheduling training activities, content collection, and software implementations.

Work with restaurant staff and potential 3rd parties to deploy the OpenTable RestRef widget.

Work with internal partners to help develop and refine the Onboarding program.

Effectively handle a queue of restaurants to reduce time‑to‑onboarding.

Communicate status of tasks and the backlog to peers and a broader community.

Works closely with OpenTable's Sales, Customer Success, Customer Support and Billing teams to eliminate customer pain points.

Required Skills and Experience

1+ years experience, preferably in a support, implementation or hospitality role.

Experience training non‑technical customers on the use of software.

Understanding of restaurant operations a must with direct restaurant experience helpful.

Ability to make ethical decisions based on key facts in potentially ambiguous situations.

Proven ability to drive projects through to completion.

Ambitious to get things done with minimal supervision.

Good phone and tele‑presence required for effective training and implementation.

Excellent organization, documentation and time management skills.

Fluency in both French and English is a requirement for this role.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being
• Company‑paid therapy sessions through SpringHealth
• Company‑paid subscription to Headspace
• Annual company‑wide week off a year - the whole team fully recharges (and returns without a pile‑up of work)
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Focus on your career growth
• Access to thousands of on‑demand e‑learnings
• Travel Discounts
• Employee Resource Groups
• 20 days of paid time off
• Private health and dental insurance
• Life and Disability insurance

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Canada located role is $70,000 - $80,000 CAD.

We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays; and parental leave benefits. This role is eligible to be considered for an annual bonus.

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion

We're committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process, or on the job, we're here to support you. Please reach out to your recruiter to request any accommodations.

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