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Salary: USD 80,000 - 95,000 / annual
Otter is a software platform that helps restaurants succeed in online food delivery. Trusted by major brands like Chick-fil-A, Ben & Jerry's, KFC, and Eataly, Otter increases sales, reduces order issues, and decreases delivery headaches for restaurants worldwide.
You'll join the operations team as a Customer Operations Manager, playing a key role in driving operational excellence for the revenue recapture business. This is a hands-on role where you'll work closely with frontline teams and cross-functional partners to identify and address performance gaps through root cause analysis (RCA). You'll own the creation and rollout of new operational processes, playbooks, and product solutions while collaborating with Product and Engineering to drive meaningful change.
Key responsibilities include:
- Lead root cause analysis of operational breakdowns, workflow gaps, and recurring customer issues using qualitative insights and data
- Design and roll out new operational processes, playbooks, and improvement initiatives based on RCA findings
- 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 identify trends, risks, and improvement opportunities
- 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
You'll use SQL to track KPIs and monitor business health, but your focus will be on operational outcomes—making things work better for customers and frontline teams. If you're passionate about solving operational puzzles, leading process change, and continuously improving customer results, this role is for you.
The role is based in the Los Angeles office with five-day-per-week onsite work required. The company is driven by innovation and continuous change, with close collaboration essential to success.
REQUIREMENTS:
- 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
