Customer Operations Manager

ATOMS Careers page; Los Angeles (CA); Presencial; USD 80.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life insurance

Disability insurance

401(k)

Health Savings Account (HSA)

Flexible Spending Accounts

Paid holidays

Descripción de la vacante

ATOMS is seeking a Customer Operations Manager in Los Angeles to drive operational excellence for our revenue recapture business. You will lead RCA analyses, design new processes, and collaborate with Product and Engineering to implement changes that improve customer outcomes.

You will monitor KPIs using dashboards and SQL, own end-to-end process changes, and create training and rollout plans to enable teams nationwide.

Formación

• Experience in operations, customer support, process improvement, or business operations.
• Strong problem-solving and RCA skills; capable of end-to-end process change.
• Proficiency with SQL and dashboarding tools to surface insights.
• Excellent communication and cross-functional collaboration abilities.

Responsabilidades

• Lead RCA of operational breakdowns and recurring issues using qualitative and data.
• Design and roll out new processes, playbooks, and improvement initiatives.
• Partner with Product and Engineering to propose workflow updates.
• Monitor KPIs with dashboards and basic SQL; spot trends and risks.
• Collaborate cross-functionally and ensure effective implementation and measurement.
• Create documentation and training materials for continuous improvement.

Conocimientos

Operations leadership

Root cause analysis

SQL basics

Dashboarding & data리porting

Communication & collaboration

Ownership & bias for action

Herramientas

Looker

Tableau

Mode

Descripción del empleo

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
• Demand for online food delivery is growing really fast! In the last 5 years, just in the U.S., 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.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

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.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Discretionary vacation days
• 8 paid holidays per year

Benefits are subject to change at the company's discretion.
Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others?

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