Job Title: Strategy & Operations Contractor
Job Location - Remote
Duration - 06 months
Impact
This role is central to hitting Large Order/Catering merchant onboarding goals by owning the end-to-end onboarding experience-from post-sale handoff through go-live and early-life stabilization. You will ensure merchants launch quickly, accurately, and with a high-quality ordering experience that reduces churn and operational defects.
Contractor Responsibilities
• End-to-End Merchant Onboarding & Launch Management
Objective: Reduce time-to-live, improve merchant readiness at launch, and drive a consistently high-quality onboarding experience for Large Order/Catering merchants.
Key Responsibilities:
• Own the onboarding journey for new merchants joining the corporate catering / Large Order program (from post-sale handoff to successful go-live).
• Conduct onboarding calls to set expectations, confirm readiness, and walk merchants through program requirements and operational workflows.
• Guide merchants through critical onboarding milestones, including menu readiness, fulfillment expectations, lead times, availability, and order prep standards.
• Identify onboarding risks (e.g., incomplete menus, unclear serving sizes, incorrect pricing, low readiness) and drive resolution through structured follow-ups.
• Provide post-launch support during the first weeks live to resolve quality gaps, minimize churn, and improve merchant satisfaction.
• Document outcomes, issues, and learnings to improve onboarding playbooks and reduce recurring defects.
• Onboarding Quality Gates: Menu Audits & Menu Readiness Improvements
Objective: Ensure every merchant launches with a menu that meets minimum quality standards and supports an efficient corporate ordering experience.
Key Responsibilities:
• Perform structured menu audits as part of onboarding readiness checks to identify missing or incomplete information.
• Update menus to include critical ordering details required for Large Orders, including:
• Serving sizes / minimum quantities
• Allergen information
• Detailed item descriptions and packaging/format clarity (where applicable)
• Coordinate directly with merchants to confirm accuracy of menu information and validate changes prior to launch.
• Ensure menu quality aligns with Large Order program standards to reduce customer friction and decrease support escalations.
• Merchant Metadata Collection for Onboarding Completion & Product Readiness
Objective: Collect and maintain merchant metadata as a core onboarding deliverable to enable better discovery, filtering, and ordering for customers.
Key Responsibilities:
• Collect and organize merchant metadata required for Large Order discoverability and product functionality, including (but not limited to):
• Cuisine type
• Dietary accommodations (e.g., vegetarian, vegan, gluten-free)
• Price points / budget tiers
• Serving sizes and food categories (e.g., full meals, breakfast, finger foods)
• Validate data accuracy directly with merchants and ensure completeness before launch.
• Provide structured, consistently formatted data to support product improvements and better customer experiences.
What Success Looks Like (Onboarding-Focused)
• Merchants complete onboarding quickly with minimal back-and-forth and clear understanding of program expectations.
• Menu and metadata meet quality standards at launch, reducing early-life churn and customer ordering friction.
• Fewer post-launch issues, fewer escalations, and stronger merchant satisfaction during the first weeks live.
• Repeatable onboarding processes and improvements captured for scale.
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