Merchant Onboarding Strategy and Operations Specialist (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

Our Customer is seeking a Merchant Onboarding Strategy and Operations Specialist on a contract basis to help scale their healthcare business. This role is 100% remote.

Responsibilities:

• Own the end-to-end onboarding experience for Large Order and Catering merchants from post-sale handoff through go-live and early-life stabilization
• Drive faster time-to-live by ensuring merchants launch quickly, accurately, and with high-quality ordering experiences
• Conduct onboarding calls to set expectations, confirm readiness, and walk merchants through program requirements and operational workflows
• Guide merchants through onboarding milestones, including menu readiness, fulfillment standards, lead times, availability, and order preparation requirements
• Identify onboarding risks such as incomplete menus, unclear serving sizes, incorrect pricing, or low readiness, and drive resolution through structured follow-ups
• Provide post-launch support during initial live weeks to resolve quality gaps, reduce churn, and improve merchant satisfaction
• Document onboarding outcomes, issues, and learnings to improve playbooks and reduce recurring defects
• Perform structured menu audits to ensure readiness prior to launch
• Update menus to include required Large Order details such as serving sizes, minimum quantities, allergen information, item descriptions, and packaging clarity
• Coordinate directly with merchants to validate menu accuracy and confirm updates before launch
• Ensure menu quality aligns with Large Order program standards to reduce customer friction and support escalations
• Collect, organize, and validate merchant metadata required for onboarding completion and product readiness
• Maintain accurate metadata, including cuisine type, dietary accommodations, price tiers, serving sizes, and food categories
• Ensure metadata accuracy and completeness prior to merchant launch
• Deliver consistently formatted data to support product functionality, discoverability, and improved customer experiences

Skills and Qualifications:

• Experience managing end-to-end onboarding or implementation workflows
• Strong ability to manage multiple onboarding milestones and timelines simultaneously
• Excellent communication skills with the ability to guide external partners through structured processes
• Strong attention to detail and quality standards
• Ability to identify risks early and drive resolution independently
• Comfort working in fast-paced, operationally focused environments
• Strong documentation and process improvement skills

Preferred Qualifications:

• Experience supporting merchants onboarding, marketplace operations, or food service platforms
• Experience with catering, large orders, or B2B food service programs
• Familiarity with menu configuration, product readiness, or operational quality standards

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.