{"id":2874084,"url":"https://alion.io/job/atoms-customer-operations-manager","title":"Customer Operations Manager","company":{"id":1533,"name":"Atoms","domain":"atoms.co","url":"https://alion.io/company/atoms","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":73,"ghost_share":0,"stale_share":0.288,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":102000,"max_usd":236000,"period":"year","method":"role_country_seniority_unknown","sample_n":12232},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Looker","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-19T17:18:58Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-23T10:24:31Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Who we are \nIn 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.\nAbout the role\nWe’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.\nYou’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.\nWhat you’ll do\nLead root cause analysis (RCA) of operational breakdowns, workflow gaps, and recurring customer issues, using both qualitative insights and supporting data\nDesign and roll out new operational processes, playbooks, and improvement initiatives based on findings from RCA\nPartner with Product and Engineering to propose and validate product changes or workflow updates\nMonitor key KPIs and operational metrics using dashboards and basic SQL; proactively spot trends, risks, and opportunities to improve service\nCollaborate cross-functionally to ensure solutions are effectively implemented and measured for impact\nCreate and maintain clear documentation, training materials, and rollout plans to enable continuous improvement across teams\nWhat we’re looking for\nProven experience in operations, customer support, process improvement, or business operations-ideally with BPO, agent, or frontline team collaboration\nStrong problem-solving and RCA skills; comfortable owning end-to-end process change\nProficiency with basic SQL and dashboarding tools (e.g., Looker, Tableau, Mode) to track metrics and surface insights\nExceptional communication and collaboration skills: able to lead change across cross-functional and external teams\nStrong sense of ownership and bias for action: you don’t just spot issues, you solve them\nBonus: experience implementing new processes or customer-facing solutions in a tech or service-oriented environment\nWhy join us \nDemand 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.\nChanging the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. \nCollaborative 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.\nWhat else you need to know \nThis 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.\nThe base salary range for this role is$80,000 - $95,000 per year.\nActual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.\nBase salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.\nBenefits Summary (USA Full-Time Exempt Employees):\nMedical, dental, and vision insurance (multiple plans, incl. HSA options).\nCompany-paid life and disability insurance (short- and long-term).\nVoluntary insurance: accident, critical illness, hospital indemnity.\nOptional supplemental life insurance for self, spouse, and children.\nPet insurance discount.\n401(k).\nHealth Savings Account (HSA)\nFlexible Spending Accounts (Healthcare, Dependent Care, Commuter)\nTime Off policies:\nDiscretionary vacation days\n8 paid holidays per year\nPaid sick time\nPaid Bereavement leave\nPaid Parental Leave\nBenefits are subject to change at the company's discretion.\nAtoms accepts applications on an ongoing basis.\nReady to join us as we serve those who serve others? \n#LI-Onsite","description_format":"text","description_chars":4934,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Industrial Automation","Industrial Robotics","Mining & Heavy Industry Robotics"],"lifecycle":[{"event":"open","at":"2026-10-19T20:45:46Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":60,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/atoms-customer-operations-manager","json_url":"https://alion.io/job/atoms-customer-operations-manager.json","meta":{"generated_at":"2026-10-23T11:21:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17217,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1533},"rest":"https://alion.io/mcp/rest/get_company?id=1533"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fatoms-customer-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fatoms-customer-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fatoms-customer-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/atoms-customer-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fatoms-customer-operations-manager"}]}