Product Manager - Guest Engagement

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** Join a high-leverage team building Otter’s Guest Engagement products – the suite of tools that help restaurants drive demand, turn customers into loyal repeat fans across millions of eater interactions. You’ll own end-to-end product outcomes from strategy through execution and iteration in a portfolio that also includes discounting, loyalty programs, eater personalization, and marketing. Our customers’ success is your success. You will help define how Otter’s global Guest Engagement strategy evolves, not just how it is executed. You will: - Translate restaurant growth goals into products that increase acquisition, conversion, frequency, and lifetime value and prioritize the highest-leverage opportunities. - Build and evolve the core platform capabilities behind promotions, loyalty, offers, and personalization across channels. - Design for measurable impact: run experiments, define holdouts, and quantify incremental revenue and engagement. - Help restaurants reach the right eater with the right message at the right time. - Lead cross-functional teams across globally, setting direction and driving alignment through clear product narratives, documentation, and reviews. - Own outcomes, not just launches: move metrics like redemption, repeat rate, retention, ROI, and campaign performance. - Communicate strategy, progress, and results to global stakeholders through well-crafted written and verbal updates. - Identify new opportunities, shape the roadmap, and influence investment decisions for your product area. **What we’re looking for** - 5+ years of product management experience (or equivalent) in growth, marketing technology, loyalty, promotions, or personalization products. - Proven track record of shipping products that drove measurable impact on acquisition, conversion, retention, or lifetime value. - Strong experimentation mindset: comfortable defining hypotheses, success metrics, holdouts, and reading incrementality. - Data fluent: you can run your own analysis or work with analysts and data scientists to build segments, targeting logic, and performance measurement. - Excellent product judgment & UX instincts — you can simplify complex marketing capabilities into tools operators can actually use. - Strong communicator who can influence cross-functional partners and senior stakeholders in a global organization. - High bar for written product thinking (PRDs, strategy docs, experiment readouts). - Comfortable representing your product area in global reviews and leadership forums. **Bonus if you have** - Experience with CRM, marketing automation, offers, or loyalty systems. - Familiarity with omni-channel commerce and customer identity. - Experience building tools that balance merchant control with automation. - Background in restaurants, retail, or local commerce. **Why join us** - Massive opportunity: Restaurants are still early in adopting the tools that modern digital businesses rely on. You’ll help define how the next generation of growth infrastructure gets built. 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. - You will ship products that thousands of operators depend on every day to drive revenue. - High ownership, high visibility, and real influence on strategy in a company defining a new category. **What else you need to know** This role is based in our Beijing 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*