Business Operations Specialist

Job description

**Who we are** 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. **What you’ll do** **Account Management & Operator Support** - **Manage the Future Foods Book of Business:** Serve as the primary, trusted point of contact for operators, building strong rapport and driving long-term retention. - **Proactive Problem Solving:** Identify operator pain points early, triaging and resolving day-to-day operational issues to minimize churn. - **Drive Operational Excellence:** Directly support operators in reducing order cancellations, missing items, onboarding and order inaccuracies to optimize overall performance. **Data, KPIs & Process Improvement** - **Monitor & Analyze Operator KPIs:** Track performance dashboards and operational metrics to proactively identify trends, risk factors, and growth opportunities. - **Cross-Functional Collaboration:** Partner with a tight-knit, remote team to streamline workflows and improve the operator experience. - **Tool Proficiency:** Utilize **Salesforce, Zendesk, Jira, and Google Workspace** daily to manage tickets, log interactions, and track operational metrics. **Revenue Support & Growth** - **Identify Upsell Opportunities:** Uncover operator growth potential and collaborate closely with the Sales team to execute and support Closed-Won expansion and onboarding. **What we’re looking for** - **Experience Level:** 3+ years of experience in Account Management, B2B Customer Success, Operations, or BPO environments - **Preferred Domain Experience:** Hands-on experience with **sales, onboarding, and operator training**—specifically within BPO, FoodTech, Virtual Kitchens, or Hospitality Ops. - **Education:** Degree in Business, Communications, or a related field preferred. **Why join us** - Demand for online food delivery is growing really fast! In the last 5 years, just in the US, 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 Bogotá 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. **Ready to join us as we serve those who serve others?** *#LI-Onsite*