Senior Onboarding Specialist
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- The Senior Onboarding Specialist (Senior OBS) is a product expert and lead practitioner within OpenTable’s global Onboarding team. They own the end-to-end onboarding journey for complex and high-profile restaurant partners, from signed contract through configuration, integration, training, and go-live
- Using a consultative, high-touch approach, the Senior OBS translates restaurant operating needs into effective OpenTable configurations and practical training. They combine strong individual delivery with team-level impact by mentoring colleagues, supporting escalations, managing workflow, leading test projects, and identifying improvements that increase onboarding quality, speed, and customer value
- This Paris-based role will involve regular client-facing work on site. The successful candidate should be comfortable travelling up to 50%, with the exact level varying by account, implementation complexity, and client requirements
- Own complex implementations from initial handoff through successful go-live, including configuration, product setup, integrations, data readiness, and tailored staff training
- Act as a trusted advisor to restaurant partners, using a consultative approach to understand their operations, challenge assumptions constructively, and recommend setups that support adoption and long-term value
- Configure OpenTable products to reflect each restaurant’s floor plan, guest flow, operating model, and business needs
- Coordinate with restaurant teams, POS providers, third-party partners, and internal technical teams to resolve integration, data, and configuration issues
- Deliver engaging training to restaurant owners, managers, and staff in French and English, both remotely and on site
- Represent OpenTable professionally during client-site visits, workshops, implementation meetings, and go-live support
- Manage a dynamic portfolio and daily workflow, balancing implementation speed, quality, client needs, and team service-level agreements (SLAs)
- Serve as a point of escalation for complex, unusual, or high-impact onboarding cases, partnering with Tier 2 Support, Product, Sales, Customer Success, Billing, and other teams to drive resolution
- Mentor and support Onboarding Specialists by sharing product knowledge, configuration approaches, training techniques, and practical case guidance
- Contribute to team training, knowledge sharing, internal channels, and the development of onboarding materials, playbooks, and process documentation
- Lead or contribute to test projects for new products, tools, workflows, and company initiatives; define milestones, identify blockers, analyse results, and communicate recommendations to management
- Identify bottlenecks and opportunities across the onboarding journey, using operational data and customer insight to recommend and implement improvements
- Champion effective use of AI, automation, and role-specific tools to improve preparation, documentation, communication, workflow efficiency, and implementation quality
- Maintain accurate account records, implementation milestones, training notes, and status updates so that internal stakeholders have clear visibility of progress and risk
- Proactively communicate emerging risks and partner needs before they affect the customer experience or downstream handoff
- How we’ll measure success
- Implementation quality and speed: Complex accounts are delivered accurately, with strong right-first-time performance and within agreed time-to-value benchmarks
- Partner readiness and adoption: Restaurant teams demonstrate confidence and proficiency at go-live, with configurations that support effective ongoing use
- Client experience: On-site and remote interactions build trust, resolve issues efficiently, and represent OpenTable to a high standard
- Workflow and SLA performance: Personal and team workflow is actively managed, risks are surfaced early, and agreed SLAs and quality standards are consistently met
- Mentorship impact: Junior team members benefit from practical coaching, escalation support, and knowledge sharing
- Process improvement: At least one meaningful process, automation, or AI-enabled improvement is identified, tested, or implemented and its impact is communicated
- Stakeholder trust: Sales, Customer Success, Support, Product, and other partners have clear visibility of onboarding status, risks, and next steps
- The Senior OBS works closely with restaurant partners and with OpenTable’s Sales, Customer
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