Customer Operations Manager

Who we are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

About the role

We’re looking for a Customer Operations Manager to join our operations team and play a key role in driving operational excellence for our revenue recapture business. In this hands-on role, you’ll work closely to identify and address gaps in performance through interactions RCAs you conduct. You’ll own the creation and rollout of new operational processes, playbooks, and product solutions while collaborating cross-functionally with Product and Engineering to drive change.

You’ll use SQL to track KPIs, monitor business health, and prioritize improvements, but your focus will be on operational outcomes—making things work better for our customers and frontline teams. If you’re passionate about solving operational puzzles, leading process change, working shoulder-to-shoulder with frontline teams, and continuously improving customer results, this role is for you.

What you’ll do

• Lead root cause analysis (RCA) of operational breakdowns, workflow gaps, and recurring customer issues, using both qualitative insights and supporting data
• Design and roll out new operational processes, playbooks, and improvement initiatives based on findings from RCA
• Partner with Product and Engineering to propose and validate product changes or workflow updates
• Monitor key KPIs and operational metrics using dashboards and basic SQL; proactively spot trends, risks, and opportunities to improve service
• Collaborate cross-functionally to ensure solutions are effectively implemented and measured for impact
• Create and maintain clear documentation, training materials, and rollout plans to enable continuous improvement across teams

What we’re looking for

• Proven experience in operations, customer support, process improvement, or business operations—ideally with BPO, agent, or frontline team collaboration
• Strong problem-solving and RCA skills; comfortable owning end-to-end process change
• Proficiency with basic SQL and dashboarding tools (e.g., Looker, Tableau, Mode) to track metrics and surface insights
• Exceptional communication and collaboration skills: able to lead change across cross-functional and external teams
• Strong sense of ownership and bias for action: you don’t just spot issues, you solve them
• Bonus: experience implementing new processes or customer-facing solutions in a tech or service-oriented environment

Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $80,000 - $95,000 per year.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

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