OpenTable

Manager - Accounts Team EMEA

London, UKFull-TimeManagerAccounts / Finance

Skills

Slack Ownership Embeddings

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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.

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 OpenTable’s 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
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!)
Development Dollars
Leadership development
Access to thousands of on-demand e-learnings

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

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.