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Salary: USD 176,000 - 242,000 / annual
Otter is a software platform that helps restaurants succeed in online food delivery. The company powers delivery operations for major brands including Chick-fil-A, Ben & Jerry's, KFC, and Eataly.
As Product Manager for the Orders domain, you will own the system of record for every order flowing through Otter in real time. Your mission is to transform a fragmented landscape of third-party delivery platforms (DoorDash, Uber Eats, Grubhub, Google), multiple POS systems (Toast, Square, NCR), kitchen printers, and analytics consumers into a dependable, structured order data layer that the entire company builds upon.
Key responsibilities include:
- Own the order state machine: Define and maintain the canonical order lifecycle from ingestion through acknowledgment, in-preparation, modification, completion, and cancellation. Handle edge cases that occur hundreds of times daily: late cancellations after food preparation, partial fulfillments, mid-rush item voids, and delivery platform state conflicts.
- Build a reliable multi-platform ingestion layer: Lead strategy for normalizing order events from all delivery partners into a single structured schema, accounting for different webhook formats, retry models, cancellation APIs, and SLAs that change unilaterally.
- Drive POS integration quality: Own requirements for order injection across POS partners, understanding each has different injection models, menu mapping dependencies, and failure acknowledgment signals.
- Own post-creation mutation flows: Build logic handling order modifications, cancellations, and item-level updates after orders are in flight, coordinating changes across POS, print layer, delivery platform, and reporting without creating duplicates or reconciliation gaps.
- Define order data contracts: Own the canonical order schema and SLAs governing ingestion latency, delivery completeness, and BI visibility. Make explicit prioritization calls when opportunities conflict.
- Set reliability metrics: Instrument the platform around missed order rate, duplicate order rate, p99 ingestion latency, kitchen acknowledgment SLA, and end-of-day report completeness, holding teams accountable to specific targets.
Required qualifications: 3+ years of product management experience with direct ownership of orders, fulfillment, or operational data platforms in high-volume transactional environments. Direct experience in restaurant industry, food delivery, or restaurant technology is essential—you must understand order flow from inside a kitchen, not just from data/API diagrams. Familiarity with third-party delivery platform APIs and the operational reality of maintaining integrations with partners who have their own roadmaps and support SLAs. Experience with observability tools (Grafana, Chrome DevTools, Charles Proxy). Proficiency in SQL with ability to define schemas satisfying both real-time engineers and historical analysts. Proven ability to manage demanding stakeholder surfaces across 3+ teams simultaneously, managing expectations and maintaining momentum.
