Manager Accounts Team EMEA

With millions of diners 60000 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. Youll 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.

About this role:

As a Supervisor of the EMEA Central Queue department you will report to the Regional Director of Central Queue. You will manage and lead a dynamic team of multilingual Central Queue Account Managers and ensure exceptional service delivery efficient workflow management and customer issue resolution. Your role will involve strategic thinking analytical skills effective communication and fostering a positive team environment.

This is a hybrid role; working from our London office twice a week but due to the nature of the role will also include business travel.

In this role you will:

• Build & Inspire a High-Performing Team
  Lead develop and empower a team of Central Queue Account Managers creating a supportive high-accountability culture where individuals are motivated to deliver exceptional customer experiences and grow in their careers.
• Champion Operational Excellence
  Own workflow strategy and resource planning to ensure consistent delivery against SLAs balancing efficiency with quality in a dynamic fast-paced environment.
• Elevate Performance Through Insight & Coaching
  Use data KPIs and meaningful feedback to drive performance unlock potential and foster a mindset of continuous improvement across the team.
• Own the Customer Experience
  Oversee complex inquiries and escalations with confidence and empathy ensuring resolutions that strengthen trust retention and long-term partnerships.
• Drive Continuous Improvement & Innovation
  Proactively identify opportunities to streamline processes enhance scalability and improve the overall customer journey embedding innovation into everyday operations.
• Partner Cross-Functionally for Impact
  Collaborate closely with Sales Support Product and Operations to ensure alignment remove friction and deliver a seamless end-to-end experience for customers.
• Contribute to Strategic Growth
  Support strategic account initiatives by leveraging market insights customer trends and commercial awareness to create value and unlock growth opportunities.
• Lead with Expertise & Industry Insight
  Bring strong knowledge of OpenTables products and the hospitality/SaaS landscape applying commercial and financial understanding to support account health and business success.

About you:

• Proven Leadership Experience
  Demonstrated success leading teams within account management customer success or similar customer-facing environments with at least 2 years of people management and/or senior individual contributor experience.
• Track Record of Performance Delivery
  Consistent history of driving teams to meet or exceed productivity goals SLAs and deadlines in fast-paced service-oriented settings.
• Strong Data & Systems Proficiency
  Confident using analytics and CRM tools such as Preset Salesforce and similar platforms to interpret performance data identify trends and inform decision-making.
• Customer Escalation & De-escalation Expertise
  Experienced in navigating complex or high-stakes customer interactions with professionalism empathy and strong conflict resolution skills.
• Comfort with Change & Ambiguity
  Able to adapt quickly to evolving priorities new processes and shifting business needs maintaining team stability and performance through periods of change.
• Industry Experience Advantage
  Background in restaurant management hospitality sales or related industries strongly preferred bringing valuable commercial and operational awareness.
• Education & Continuous Development
  A college degree is encouraged with advanced study considered a plus; a mindset of continuous learning and professional development is highly valued.
• Business-Fluent German (Strongly Preferred - But Not Essential)
  Ability to confidently communicate in German in a professional setting supporting customers and stakeholders with clarity and cultural awareness.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Generous paid parental leave vacation & time off for your birthday
• Private health & dental insurance
• 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 volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts inc. Bike2Work Season ticket loan
• Employee Resource Groups
• Income protection and life assurance
• Employee Assistance Program - including 24/7 GP & free legal advice
• Pension plan contributions
• Discounted gym membership
• Social events & Thursday happy hours
• Free lunch 2 days per week

Work Environment & Flexibility

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

Were 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 were building a team as dynamic as the diners and restaurants we serveand fostering a culture where everyone feels welcome to be themselves.

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