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.
The Automation Analyst supports the analysis, optimization, and continuous improvement of automation systems used within Customer Support. This includes AI-powered workflows across digital support (via Y Meadows and Salesforce AgentForce) and upcoming voice-based automations. The role is responsible for evaluating automation effectiveness, monitoring performance, identifying training opportunities for AI models, and creating feedback loops with QA, Reporting, and frontline teams. This role plays a critical part in achieving the organization’s automation goals while maintaining service quality.
Key Responsibilities
- Monitor and report on automation performance across Y Meadows (digital ticketing), Salesforce AgentForce workflows, and voice automation tools.
- Analyze trends in automation failures, escalations, and misrouted cases to identify areas for retraining or logic improvement.
- Create structured feedback loops with QA and CX teams to inform automation refinement.
- Maintain automation performance dashboards and reports, including success rates, deflection, containment, and customer impact metrics.
- Collaborate with the Automation Manager to prioritize automation roadmap items based on data and business impact.
- Coordinate with Reporting and WFM teams to ensure automation is aligned with overall support strategy and forecasting.
- Support new automation testing and implementation, including regression validation and post-launch tracking.
- Document findings, automation gaps, and training needs for AI vendors and engineering partners.
Key Tools & Systems Used
- Y Meadows (AI automation and triage platform)
- Salesforce AgentForce (case management and workflow automation)
- [Future voice automation partner] (AI-driven voice/IVR platform)
- Data tools: Sheets, Preset, Snowflake, SQL (preferred)
- Collaboration: Jira, Confluence, Slack, Google Workspace
Skills & Qualifications
- 2+ years in a CX analytics, business operations, or process improvement role
- Strong analytical and problem-solving skills; ability to recognize patterns in performance data
- Familiarity with support operations and metrics (AHT, FCR, CSAT, containment, etc.)
- Experience with Salesforce Service Cloud/AgentForce workflows preferred
- Working knowledge of AI/NLP concepts and how AI automation tools operate
- Strong communication and documentation skills; able to translate technical issues into clear recommendations
- Experience with automation platforms or AI ticket triage tools (e.g., Y Meadows, ChatGPT, Gemini) is a plus
- Collaborative mindset; ability to work cross-functionally with QA, Reporting, WFM, frontline support, Revenue Operations team and Salesforce admins
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
- Christmas Bonus - 30 days
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
