Strategy and Operations Specialist, Large Order Merchant Onboarding

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 Strategy and Operations Specialist on a contract basis to support their business needs. This role is 100% remote.

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.

Responsibilities:

• Own the end-to-end onboarding process for merchants from post-sale handoff through successful go-live
• Conduct onboarding calls to set expectations, confirm readiness, and guide merchants through program requirements and 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, incorrect pricing, or low operational readiness, and drive resolution through follow-ups
• Provide post-launch support to address issues, improve merchant experience, and reduce early churn
• Document onboarding outcomes, issues, and insights to improve processes and reduce recurring issues
• Perform structured menu audits to ensure completeness and readiness prior to launch
• Update menus with required details such as serving sizes, minimum quantities, allergen information, and item descriptions
• Coordinate with merchants to validate menu accuracy and finalize updates before go-live
• Ensure menu quality aligns with program standards to reduce customer friction and support escalations
• Collect and organize merchant metadata, including cuisine type, dietary options, pricing tiers, serving sizes, and food categories
• Validate metadata accuracy with merchants and ensure completeness before launch
• Maintain structured and consistent data to support product functionality and customer experience improvements
• Contribute to process improvements and scalable onboarding workflows

Skills and Qualifications:

• Experience managing onboarding, operations, or account management processes
• Strong organizational skills with the ability to manage multiple onboarding workflows simultaneously
• Strong communication skills with the ability to guide external partners and stakeholders
• Ability to identify risks and proactively resolve issues
• Attention to detail with a focus on data accuracy and quality standards
• Experience working with structured data, menus, or product catalogs
• Ability to work independently and drive processes from start to finish
• Problem-solving skills with a focus on improving processes and outcomes

Preferred Qualifications:

• Experience in food delivery, catering, marketplace platforms, or merchant onboarding
• Familiarity with menu management, product catalog systems, or data quality processes

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.