Otter matches parents who need care with trusted sitters in their community, on-demand. Backed by 500 Global.
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they'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
More about this role
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.
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...
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