OpenTable reviews about "manager"

Even though they encourage everyone to learn and grow, growing within the company seems a bit hard. Especially for support members. They also have a very rigid attendance policy and there were a couple (not all) people in leadership positions that were truly insensitive to human problems and seemed to only care about hitting stats and measurements than making sure their staff is okay! As I mentioned above, the denver office most times gets the shorter end of the stick. There were many times I remember needing to speak to account managers or sales rep in SF and they weren't available because apparently they get happy hours and half days, while we are getting yelled at for a mistake or miscommunication that happened on their part. Also, because they don't have support teams in SF, they rolled out new campaigns, features and beta runs sometimes without letting the support team know this was happening and we'd get pissed off customers calling in about a feature we had no idea was already available, talk about lack of departmental communication. Also, if you are hired for any of their bilingual departments be ready to either translate or create new processes, they are still figuring it all out.

There is evident favouritism, and very little trust in upper management or HR in dealing with actual issues being reported. Some (many) managers are highly protected from their mistakes, and are maintained even when unethical behaviour or unprofessional behaviour is shown and reported. When we received the results of the engagement survey, and they were low, one of the key factors was “distrust in the fact that the company would take action on it”. Evidently, the results were right, and 6 months later, the situation remains the same. Cities outside of the US are stagnant, even though OT has been in the market for over 10 years, due to extremely little focus from upper management, and poor, micromanaging DMs.

Some managers are not well behaved. In some teams, the technology used is outdated.

Job becomes incredibly tedious and it’s easy to get burnt out doing the same thing every day. There is not a lot of opportunity for growth depending on your location. Specifically in Denver once you reach inside sales there is nowhere to get but become a manager, but that’s difficult to attains given managers at OpenTable have incredibly low turn over

Managers here are untrained douchebags with just a title but no function as a manager. Hardly have any experience in people management. Almost zero interest in anyone's career development and will steal your work if need be. They will not allow processes to be more efficient and will make it more complex on purpose to show upper management the amount of work they're doing. Engineering practices are a joke with a casual approach to employee on boarding. Don't join this company if you're looking for growth.

Restaurant owners can be difficult to deal with. It really helps if you have either a background in restaurants or a strong passion for food. It would be nice if there were some more OpenTable perks (restaurant discounts, gym credit)

Big organizations can move slowly sometimes, and OpenTable is no exception (although this has been getting better with fluid teams). Better coordination between product, design, and engineering is needed in some areas.

The hard work done here is not appreciated nor recognized. The management takes the team here for granted. I was stressed with work at odd hours and support calls. The management took my late hours work for granted. Market corrections never happened although role and work kept changing. New hires were provided higher pay and better stocks for the same role. I left the org as I was not managed well, not paid well. Many other team members in the Mumbai office have the same complain, we get no appreciation, taken for granted, the compensation not worth our efforts. Many senior members and managers are with the company for 10+ years, hence they are little old school, enjoy legacy (read they have pile of stocks and nothing to do), they do not take polished decisions which is hurting the company (infra and tech stack is old and people under are not happy).

Short version: the highest level of micromanagement at any company. Well, the company has gone through three CEOs in as many years. That says a lot about how the company operates. Along with those changes, and specific to the Support organization, the top-down leadership of OpenTable Support, almost entirely white middle-aged men, is cold, callous, ineffectual, divisive, and worst of all phony. That's probably the most insidious thing that I could advise you about. Like a lot of tech companies OpenTable can roll out a great red carpet: they have sodas/coffee, there's a lounge with video games, they're spending a lot of money during and just before Covid hit to build out a new office. Not dissimilar from an abusive parent who attempts to buy your love. The senior leadership (VP, Directors, Managers) can make small inoffensive gestures to make the people feel well taken care of, or feel heard, in shortsighted unimportant ways. The management team will talk at length about this ineffable, indescribable "*magic* that happens when we're all in a room together" as an excuse to bring people back into offices as soon as localities allow, totally disrespecting the fact that the Support organization's low-level rooms aren't actually given any agency to positively affect a single thing. That magic might exist in engineering rooms, or product management rooms. It doesn't exist at OpenTable in Support rooms. We just follow a script. OpenTable Support follows a "coaching" system. However a more accurate name for it would be a micromanagement system. Higher up employees on the team like the Senior CSRs and Supervisors might try to convince you that they welcome creativity, however any creativity that you're allowed is under such tight scrutiny, and requiring such a high level of conformity that to call it creativity is nonsense. Let's be explicit about what this "coaching" system is, particularly as it is the biggest determination into promotions, advancement, and raises. A person on a QA team randomly selects a single case that you worked in a week, grade it for conformity to their system, and then report that single case per week to your manager so they can coach you on what you did wrong. Many of these categories are highly subjective and very little recognition is paid toward what you did right. If you get a single thing wrong within a category the entire category is marked as not having been met. At the end of the year virtually your entire raise is based on conformity to this system. 52 randomly selected cases. How many cases you worked doesn't really matter. CSAT scores, creative problem solving, deep dives into highly sensitive or more time consuming cases, all that has no bearing. Just conformity to their system. The Pillars of Excellence. I strongly advise against you taking a position at OpenTable's Support team unless it's just a brief stopover on your way to a bigger and better things.