Posted 18 days ago by

Enterprise Operations Specialist

Chicago, IL, United States
Employment: Full Time Experience: Senior

The Enterprise Operations Specialist is responsible for on-boarding large restaurant, casino, and hotel groups. He or she will be the face of OpenTable during pilot and initial rollout of Guest Center, Connect, ERB, and other products at groups of 20 or more restaurants. This person will help create custom rollout strategies based on the needs of OpenTable’s largest clients. Ideal candidates will possess an amalgamation of technical, sales, operations, and restaurant relations skills.

  • Completing initial setup and training of all OpenTable products for Enterprise customers.
  • Performing in-person setup and training during the pilot phase of large rollouts
  • Helping customers transition to phone-based setup after initial pilots
  • Building scalable rollout plans based upon the individual needs and capabilities of Enterprise customers
  • Coordination with phone-based OpenTable Trainers and Onboarding Specialists to accomplish mass rollouts within tight timeframes
  • Developing strategies to complete “one to many” trainings
  • Training call center staff at large resorts and casinos
  • Configuration and training of the OT Concierge product at hotels and casinos
  • Optimizing OpenTable software based on individual restaurant needs, and proposing creative solutions to overcome feature gaps
  • Competing multi-day meal assists during the pilot phase of new rollouts
  • Working with corporate operations and training teams to plan, execute, and support each rollout, including frequent status calls and “train the trainer” sessions
  • Installing OpenTable products at new locations as legacy customers expand
  • Working closely with Sales, Operations, Restaurant Relations, Engineering, and Product to further the sale, implementation, ongoing support, and development of OpenTable products, including spearheading the implementation process once the AE makes initial introductions
  • Piloting new OpenTable products and providing extensive feedback to Product and Engineering
  • Building and maintaining written installation standards and training materials for large corporate customers
  • Managing and executing large-scale conversions from one OpenTable product to another
  • Handling ongoing support and maintenance of Enterprise customer relationships
  • This job will require extensive national and international travel, often on short notice
  • At least one year of Field Operations experience
  • Expert-level mastery of OpenTable products
  • Strong familiarity with the needs of large restaurant groups in the fine dining, casual, casino, and hotel sectors
  • Exceptional training skills
  • Strong technical aptitude, and the ability to effectively convey OpenTable requirements to corporate IT staff
  • Ability to travel domestically and internationally
  • Excellent organizational, planning, and time management skills
  • Strong writing, presentation, and communication skills
  • Demonstrated customer service bias and an attitude that embraces process improvement
  • Ability to understand issues and solve problems in a timely manner
  • Comfortable working independently, under limited supervision, in an unstructured environment
  • Ability to work flexible hours to serve customer needs in all North American time zones
  • Comfortable with variable working hours based on customer needs, including normal restaurant service hours
  • Demonstrated ability to perform well under pressure and to meet aggressive deadlines
  • Proven ability to work across many departments to solve problems and achieve results

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