Strategy & Operations Contractor

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.