OpenTable is the world's leading provider of online restaurant reservations, seating approximately 14 million diners per month via online bookings across 31,000 restaurants. The OpenTable network connects restaurants and diners, helping diners discover and book the perfect table and helping restaurants deliver personalized hospitality to keep guests coming back. In addition to the company's website and mobile apps, OpenTable powers online reservations for nearly 600 partners, including many of the Internet's most popular global and local brands. Headquartered in San Francisco, California, we have team members in the United States, Canada, Germany, Japan, Mexico and the UK.
About Our Role
The Global Community Content Manager will design, build and support a spectacular growth of a highly successful support communities for the OpenTable brand. In parallel, building upon this strong foundation, introduce new collaborative content types and interaction models which will provide our customers with exciting new ways to learn about our products, highlight their creativity and interact with OpenTable. This role is highly visible and requires superb abilities to build cross-organizational consensus, organize ideas and communicate them to stakeholders within the community and OpenTable.
As one of the leaders of our Community team within the customer success organization, your role is critical to the success and evangelism of our platform. A stellar Customer Community will help improve our customer’s development experience, increase adoption of new features and approach to development, and influence deeper program integration resulting in customer retention, growth and advocacy.
You will lead a highly technical team of Technical Support professionals and Moderators and Content writers focused on helping our customers maximize the value of their investment (restaurants) and achieve success with our platform (restaurants and guests). This is a huge opportunity to build and guide our Community team through the next wave of growth. We are looking for a strategic leader that not only understands how to build and scale a global support organization but also innovates on traditional support delivery methods, leveraging the OpenTable platform to drive adoption, satisfaction, and development success.
Possess proven management skills, directing employees working at both strategic and tactical levels.
Provide long-term, strategic goals and expertise in defining OpenTable’s Global Online Community direction and take the lead in implementation.
Direct employee engagement in the community at multiple levels and across languages and cultures.
Guide these resources in developing a comprehensive understanding of and measures for community interaction, identifying barriers to participation, sponsoring new ideas and translating these findings into technical requirements, policies and process improvements for the communities platform.
Implement, communicate and enforce policies within the community, especially by working with the Moderation Team management.
Refine community communications strategies, including messaging within the online community, conference calls, in-person meetings and other outreach programs.
Work across a broad team of community managers, hosts and moderators to establish key measures and set goals.
Think creatively to identify strategies and activities that foster a sense of community, provide a welcoming and open environment where people can learn to use and support OpenTable’s products.
Establish programs for increasing awareness and education of OpenTable’s products and services.
Manage contractor content writers and vendor moderators to ensure a fun, engaged and well lighted community.
Assist in guiding the Technical Support team in delivering timely and appropriate responses to all support inquiries, with a high degree of empathy and business understanding.
Partner with Product & Engineering, Account Management, Sales, Marketing and Services Teams in managing critical escalations.
Design, develop, and implement processes, systems, and technology to support and enhance the Community operations including ticket workflow and incident management.
Develop and implement practices that measure the quality and effectiveness of support responses and ensure a positive customer experience.
Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations.
Oversee the strategy and execution of new features and innovative programs that engage and grow OpenTable’s customer community.
Provide the organization with feedback on our products, services, and processes and lead/participate in key initiatives that drive continuous improvement.
Analyze support and community trends, preparing insightful, actionable reports to department leaders and executives.
Superb understanding of social media trends and industry direction coupled with the ability to identify the most important applications of these trends for integration to OpenTable Communities.
Leadership and Coaching
Fosters a trust-based environment, open communication, creative thinking, and cohesive team effort.
Provides the team with a vision of department goals, projects, and initiatives.
Motivates and inspires; coaches and develops team members.
Leads by setting a good example – the Manager of Community Content is a role model for all personnel, with their actions consistent with their words.
Facilitates problem solving and collaboration with all departments; helps resolve conflict.
Ensures that team members have the necessary resources and training to conduct their jobs.
Recognizes and celebrates team and team member accomplishments and exceptional performance; participates in employee reviews.
Provides thought leadership in supporting the needs of all OpenTable Clients – is an advocate for team structure, resources, and product enhancements that will enable us to better serve and retain our client base. Aligning the Team
Familiarizes the team with internal and external customer needs, team metrics and goals performance standards, as well as policies and procedures.
Assures the team meets/exceeds all SLA’s; effectively works with team members in reaching team and individual goals.
Initiates sub-groups or cross-functional sub-teams as appropriate to resolve issues – works collaboratively to identify process and/or workflow improvement. Communication and Direction
Provides status report of all team activities. Helps to creates and maintains Dashboards and Reports in Salesforce.com.
Keeps management informed of team goals and metrics, issues, and status on all projects.
Serves as a focal point to communicate and resolve issues with other teams (Engineering, QA, Product, Marketing, Services, and Account Management).
Provides guidance to the team based on management direction.
4 years of experience in the software industry - preferably SaaS - with a minimum of 3 years in community management, technical support management, including people management.
Proven track record of accomplishment and effectiveness in the development and management of remote support groups, international support groups, and 24x7 support operations.
A proven leader who knows how to motivate, coach and grow employees to maximize their potential as well as delegate and drive individual and team accountability.
Extensive expertise in developing metrics to measure the effectiveness of a community platform.
Experience with Lithium Platform is highly desirable.
Experience in the restaurant or hospitality industry is highly desirable.
Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable.
Familiarity with CRM or incident tracking.
Track record of innovation in leveraging new processes and/or technology in scaling a community program.
Ability to professionally and eloquently present business issues and champion opportunities to an internal and external executive audience. Attributes:
Customer Success mindset: demonstrates a passion for our customers’ business goals and helps foster this value across the organization.
Exceptional communications, leadership and interpersonal skills.
Strong initiative and positive attitude.
Highly creative: constantly thinks of new approaches to solving old problems
Resourceful, collaborative, and creative in approach to solving issues.
Tenacious and driven, with the desire to succeed both individually as well as a team.
Ability to learn quickly and adapt to change.
Proven ability to develop an idea, build broad, cross-organizational consensus and sponsorship and carry it forward to implementation and operational management.
Excellent communications skills with particular strength in written communications and presentations.
Strong management skills.
Firm command of strategic communications principles.
Proven ability to work effectively with a project team responsible for content delivery tools such as search and content categorization, online communities and other web-based support tools to deliver an unparalleled online support experiences. Knowledgeable in:
Basic understanding of Internet technologies.
Familiarity with product support technologies and processes.
Working knowledge of the use and/or implementation of various web traffic analytics tools.
Familiarity with leading Discussions and Community platform vendors and how their products can be deployed, configured and enhanced.
Concrete understanding of content authoring and delivery principles and how these can be complimented by online communities.
Conceptual understanding of Online User Experience principles. About Our Team
OpenTable wants to create a community that will effectively reach employees, restaurants, and dining customers in one community place. We want our community to create dialog with the professionals in restaurant industry – offering an opportunity to share perspectives, start discussions, ask questions, get product information, get advice from OpenTable support and on issues of general concern, and ultimately allow dialog on a broader level with industry experts. We will use the information shared in this community to help shape future OpenTable products and customer care service roadmaps.
We are a Customer Success driven organization with the mission of providing our customers and dining guest value through engagement at every opportunity.
This is a full time exempt role located in our San Francisco Corporate Office. OpenTable is proud to be an Equal Employment Opportunity and Affirmative Action Employer M/F/D/V. If you’re interested in joining the OpenTable team and believe this is the role for you, please apply!
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