Senior Onboarding Specialist

Who you are

• Typically 4–5 years of experience in software implementation, customer success, professional services, operations, or a comparable customer-facing role
• At least 1 year of direct experience as an Onboarding Specialist or in a similar technical implementation role
• Demonstrated experience implementing SaaS, restaurant technology, POS, booking, or other operational software
• Experience training customers or non-technical users on software products, including delivering training to groups in person and remotely
• Strong understanding of restaurant operations and the realities of front-of-house hospitality
• Experience managing multiple concurrent implementations, competing priorities, and time-sensitive deliverables with minimal supervision
• Fluent French and English, with the ability to communicate clearly and confidently with restaurant partners and internal stakeholders in both languages
• Willingness and ability to travel up to 50%, depending on account and client requirements
• Expert knowledge of OpenTable products and features, or the ability to quickly develop equivalent product mastery
• Strong consultative communication, presentation, phone, and in-person facilitation skills
• Sound judgement and ethical decision-making in ambiguous or fast-moving situations
• Advanced organisation, documentation, prioritisation, and time-management skills
• Ability to analyse implementation performance, identify root causes, and use data to support recommendations
• Strong cross-functional collaboration and stakeholder-management skills
• A leadership mindset, with the ability to mentor colleagues, lead by example, and act as a trusted resource without formal people-management responsibility
• Confidence leading projects from definition through execution, reporting, and follow-up
• Practical fluency with CRM, project-management, reporting, and collaboration tools such as Salesforce, Google Workspace, and equivalent platforms
• Comfortable using AI and automation tools as part of daily work, and willing to share effective practices with the wider team
• Direct experience working in restaurant operations is preferred, for example as a restaurant manager, maître d’, lead host, or in a comparable hospitality role. Experience in another high-volume service environment is also valued
• Experience with complex POS integrations, web-based widgets, APIs, data migration, or third-party technology deployments
• Experience supporting multi-site restaurant groups or strategically important accounts
• Bachelor’s degree or equivalent professional experience or certification

What the job involves

• 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 Success, Customer Support, Billing, Product, Tier 2 Support, and Onboarding leadership teams. The role is expected to navigate the organisation independently while building alignment around the best outcome for the restaurant and the business

Benefits

• Work from (almost) anywhere - wherever you do your best work
• Mental health and well-being - company-paid therapy sessions through SpringHealth, company-paid subscription to HeadSpace, and company-wide weeks off a year so the whole team can recharge
• Generous parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Enriched learning and development opportunities - leadership development & access to thousands of on-demand e-learnings