Launch Specialist (Hybrid - Baltimore, MD)

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 Launch Specialist on a contract basis to support their business needs. This role is on-site in Baltimore, MD.

Responsibilities:

• Client is looking for a Launch Specialist to travel to restaurants to onboard them to our products and enhance the experience they have throughout their lifecycle on our platform.
• You'll work cross-functionally between our sales, account management, operations, product, and analytics teams to build a delightful experience for our merchants.
• You will report to the Onboarding Lead for your geo within our Platform Operations organization.
• This position is partially remote, partially in-office, and largely travel-based as you will be regularly traveling to merchant sites in your region and across the country.
• Interface directly with merchant restaurants and work tirelessly to improve their experience
• Create and execute plans for merchant onboarding strategy, building a seamless onboarding experience that delights merchants
• Perform a significant amount of hands-on and in-store work, training merchant staff on effectively using new platforms
• Create merchant training materials to encourage staff understanding and adoption
• Learn the ins-and-outs of Client software configuration and oversee the implementation of digital ordering and SaaS tools
• Identify opportunities to improve upon existing merchant workflows to encourage adoption and maximize revenue
• Be able to achieve immediate results and adapt in an evolving work environment
• Look for ways to improve and want to shape the direction of the company

Skills and Qualifications:

• Bachelor’s degree or equivalent work experience 5+ years of work experience in restaurant/bar management, customer support, or hospitality
• Able to complete tasks accurately, effectively and on time with superb attention to detail
• Excellent external and internal customer support skills
• Experience working successfully cross functionally with other departments
• Proactive by nature and most engaged when you are operating at the lowest level of detail
• We are leaders – Leadership is not limited to our management team.
• It’s something everyone at Client embraces and embodies.
• We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.
• We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.
• We are one team – The magic of Client is our people, together making our inspiring goals attainable and driving us to greater heights.
• Please note that having a reliable vehicle and a valid driver's license is a mandatory requirement for this role

Preferred Qualifications:

• Spanish fluency

Key Role Updates

• Restaurant Management (Highest Priority): Core background must be entirely in restaurant operations. Technical side or POS installation experience is not required.
• Tech Savviness: Must be intellectually curious and technically adept. Looking for candidates who have naturally utilized or helped implement POS systems during their management tenure.
• Travel: High mobility and frequent travel flexibility are essential requirements for this position.
• Please note that having a reliable vehicle and a valid driver's license is a mandatory requirement for this role

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 the 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.