Product Manager - Orders

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. 

As Product Manager for the Orders domain, you own the system of record for every order that flows through Otter in real time and over time. Your goal is to review a fragmented landscape of third-party delivery platforms, multiple POS systems, kitchen printers, and downstream analytics consumers as it relates to Orders domain and turn it into a dependable, structured order data layer that every team in the company builds on. You will:

• →Own the order state machine: Define and maintain the canonical order lifecycle from ingestion through acknowledgment, in-preparation, modification, completion, and cancellation including the edge cases that may happen hundreds of times per day: late cancellations after food is made, partial fulfillments, mid-rush item voids, delivery platform state conflicts etc
• →Build a reliable multi-platform ingestion layer: Lead the strategy for normalizing order events from DoorDash, Uber Eats, Grubhub, Google, and first-party channels into a single structured order schema, accounting for the fact that each partner has a different webhook format, retry model, cancellation API, and SLA and changes them unilaterally
• →Drive POS integration quality: Own the requirements for order injection across POS partners such as Toast, Square, NCR etc understanding that each has a different injection model, menu mapping dependency, and failure acknowledgment signal
• →Own post-creation mutation flows: Build logic that handles order modifications, cancellations, and item-level updates after an order is already in flight coordinating changes across the POS, print layer, delivery platform, and reporting in real time without creating duplicate orders, ghost tickets, or reconciliation gaps
• →Improvise order data contract: Own the canonical order schema and the SLAs that govern it such as ingestion latency, delivery completeness, time-to-BI-visibility etc and make explicit prioritization calls when multiple opportunities conflict with each other
• →Set the reliability metrics: Instrument the platform around missed order rate, duplicate order rate, p99 ingestion latency, kitchen acknowledgment SLA, and end-of-day report completeness and hold the team accountable to specific targets

• 3+ years of product management experience, with direct ownership of an orders, fulfillment, or operational data platform in a high-volume transactional environment
• Direct experience in the restaurant industry, food delivery, or restaurant technology is a must have as you need to understand order flow from inside a kitchen, not just from a data flow/ API diagram
• Familiarity with third-party delivery platform APIs and the operational reality of maintaining integrations with partners who have their own roadmaps, deprecation timelines, and support SLAs
• Experience with observability and debugging tools (Grafana, Chrome DevTools, Charles Proxy, etc.)
• Proficiency in SQL, ability to define a schema that satisfies both an engineer building a real-time consumer and an analyst building a historical report, and comfort owning data SLAs as product commitments
• Proven ability to manage a wide, demanding stakeholder surface where in you can manage delivery expectations with 3+ teams at once, explain rationale for prioritization, and keep them moving forward

This role is based in our Seattle or Mountain View 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 $176,000 - $242,000 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.

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