Manager - Accounts Team EMEA

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, Open Table, 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 Open Table 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.

As a Supervisor of the EMEA Central Queue department, you will report to the Regional Director of Central Queue. You will manage and lead a dynamic team of multilingual Central Queue Account Managers and ensure exceptional service delivery, efficient workflow management, and customer issue resolution. Your role will involve strategic thinking, analytical skills, effective communication, and fostering a positive team environment.

This is a hybrid role; working from our London office twice a week but due to the nature of the role, will also include business travel.

• Build & Inspire a High-Performing Team Lead, develop, and empower a team of Central Queue Account Managers, creating a supportive, high-accountability culture where individuals are motivated to deliver exceptional customer experiences and grow in their careers.
• Champion Operational Excellence Own workflow strategy and resource planning to ensure consistent delivery against SLAs, balancing efficiency with quality in a dynamic, fast‑paced environment.
• Elevate Performance Through Insight & Coaching Use data, KPIs, and meaningful feedback to drive performance, unlock potential, and foster a mindset of continuous improvement across the team.
• Own the Customer Experience Oversee complex inquiries and escalations with confidence and empathy, ensuring resolutions that strengthen trust, retention, and long‑term partnerships.
• Drive Continuous Improvement & Innovation Proactively identify opportunities to streamline processes, enhance scalability, and improve the overall customer journey, embedding innovation into everyday operations.
• Partner Cross‑Functionally for Impact Collaborate closely with Sales, Support, Product, and Operations to ensure alignment, remove friction, and deliver a seamless end‑to‑end experience for customers.
• Contribute to Strategic Growth Support strategic account initiatives by leveraging market insights, customer trends, and commercial awareness to create value and unlock growth opportunities.
• Lead with Expertise & Industry Insight Bring strong knowledge of Open Table’s products and the hospitality/SaaS landscape, applying commercial and financial understanding to support account health and business success.

• Proven Leadership Experience Demonstrated success leading teams within account management, customer success, or similar customer‑facing environments, with at least 2+ years of people management and/or senior individual contributor experience.
• Track Record of Performance Delivery Consistent history of driving teams to meet or exceed productivity goals, SLAs, and deadlines in fast‑paced, service‑oriented settings.
• Strong Data & Systems Proficiency Confident using analytics and CRM tools such as Preset, Salesforce, and similar platforms to interpret performance data, identify trends, and inform decision‑making.
• Customer Escalation & De‑escalation Expertise Experienced in navigating complex or high‑stakes customer interactions with professionalism, empathy, and strong conflict resolution skills.
• Comfort with Change & Ambiguity Able to adapt quickly to evolving priorities, new processes, and shifting business needs, maintaining team stability and performance through periods of change.
• Industry Experience Advantage Background in restaurant management, hospitality, sales, or related industries strongly preferred, bringing valuable commercial and operational awareness.
• Education & Continuous Development A college degree is encouraged, with…