Customer Operations Manager

Otter•Los Angeles, CA

2d•$80,000 - $95,000•Onsite

About The Position

The Customer Operations Manager will join Otter’s operations team and drive operational excellence for its revenue recapture business. This hands-on role focuses on identifying and addressing performance gaps through root cause analyses, then creating and rolling out operational processes, playbooks, and product solutions. The manager will collaborate with Product and Engineering and use SQL and dashboards to monitor KPIs and business health, with an emphasis on improving outcomes for customers and frontline teams. The role is based in Otter’s Los Angeles office and is onsite five days a week. The listed base salary range is $80,000–$95,000 per year. Actual compensation may vary based on experience, skills, and qualifications; the role may also be eligible for equity awards and an annual performance-based bonus.

Requirements

Proven experience in operations, customer support, process improvement, or business operations.
Strong problem-solving and root cause analysis skills, with the ability to own end-to-end process change.
Proficiency with basic SQL and dashboarding tools such as Looker, Tableau, or Mode.
Exceptional communication and collaboration skills, including the ability to lead change across cross-functional and external teams.
Strong sense of ownership and bias for action.

Nice To Haves

Experience collaborating with BPO, agent, or frontline teams.
Experience implementing new processes or customer-facing solutions in a technology- or service-oriented environment.

Responsibilities

Lead root cause analysis of operational breakdowns, workflow gaps, and recurring customer issues using qualitative insights and supporting data.
Design and roll out operational processes, playbooks, and improvement initiatives based on root cause analysis findings.
Partner with Product and Engineering to propose and validate product changes or workflow updates.
Monitor key performance indicators and operational metrics using dashboards and basic SQL; identify trends, risks, and opportunities to improve service.
Collaborate cross-functionally to ensure solutions are implemented effectively and their impact is measured.
Create and maintain documentation, training materials, and rollout plans to support continuous improvement across teams.

Benefits

Medical, dental, and vision insurance, with multiple plans including HSA options.
Company-paid short- and long-term life and disability insurance.
Voluntary accident, critical illness, and hospital indemnity insurance.
Optional supplemental life insurance for the employee, spouse, and children.
Pet insurance discount.
401(k).
Health Savings Account (HSA).
Flexible Spending Accounts for healthcare, dependent care, and commuter expenses.
Discretionary vacation days.
Eight paid holidays per year.
Paid sick time.
Paid bereavement leave.
Paid parental leave.
Potential eligibility for equity awards and an annual performance-based bonus.