Onboarding Specialist (Remote)

About the role

As an Onboarding Specialist, you are the face of OpenTable for our new restaurant partners, ensuring they transition from a signed contract to a fully optimized, live operation. Using a consultative approach and leveraging modern AI-assisted tools, you lead the end-to-end implementation process, configuring our suite of applications, managing technical setups, and delivering high-impact training. Your goal is to empower hospitality professionals to maximize their revenue and efficiency from day one, acting as an independent owner of the customer's initial success.

Responsibilities

• End-to-End Implementation: Own the full onboarding lifecycle for a high volume of restaurant partners, guiding them from initial sale through software configuration to a successful go-live.
• Consultative Configuration: Analyze unique restaurant business needs to customize OpenTable Core and Basic applications, ensuring the system is optimized for their specific floor plans and guest flow.
• AI-Driven Efficiency: Utilize internal AI assistants and automation tools to streamline data entry, generate customized training outlines, and reduce manual administrative tasks, increasing your capacity for high-touch consulting.
• Expert Training Delivery: Conduct engaging remote training sessions for key restaurant staff, translating technical features into actionable operational wins using phone and online tools.
• Project Pipeline Management: Independently manage a dynamic queue of implementations, balancing speed and quality to consistently meet or exceed time-to-onboard benchmarks.
• Technical Integration: Coordinate with restaurant staff and third-party providers to deploy the OpenTable booking widget and ensure seamless digital connectivity.
• Cross-Functional Collaboration: Partner with Sales, Customer Success, Customer Support, and Billing teams to proactively resolve roadblocks and eliminate customer difficulties during the transition.
• Process Evolution: Identify trends in the onboarding journey and contribute ideas to refine global program content, scheduling workflows, and implementation playbooks.

Requirements

• 4-5 years of professional experience, specifically in implementation, customer success, or a high-level hospitality management role.
• Experience or proficiency in using AI tools (e.g., LLMs, automated workflow tools) to enhance productivity and work quality.
• Demonstrated experience training non-technical customers on software or technical products.
• Strong proficiency in remote collaboration tools (e.g., Zoom, Salesforce, or equivalent CRM).
• Good phone skills and tele-presence required for effective training and implementation.
• Bachelor's degree, university degree, or equivalent practical/professional certification.
• Direct experience working in a restaurant environment (Manager, Maitre D', or Lead Host).
• Experience with web-based integrations or widget deployments.
• Experience with software implementation, SaaS platforms, or POS (Point of Sale) systems.
• 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
• Paid volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• 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
• 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 lea

Benefits

Additional Information

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.

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