Strategy & Operations Contractor

Job Title: Strategy & Operations Contractor
Job Location - Remote
Duration - 07 months

About the Role

As a Strategy & Operations Contractor on the client's Catering team, you will be the first point of contact for merchants after they've been sold into the catering program. You'll guide new merchant partners through the full onboarding journey — from account setup to their first successful catering order — ensuring a seamless experience that sets them up for long-term success on the platform.

What You'll Do

• Own the end-to-end onboarding process for newly signed catering merchants, serving as their primary point of contact from handoff by the sales team through go-live.
• Conduct onboarding calls and walkthroughs to educate merchants on the client's Catering platform, tools, and best practices.
• Guide merchants through menu setup, operational configuration (order lead times, catering minimums, packaging requirements), and tablet/POS integration.
• Coordinate with internal teams (Sales, Account Management, Operations, Tech Support) to resolve blockers and ensure smooth launches.
• Track onboarding milestones and maintain accurate records in CRM tools (e.g., Client).
• Identify common friction points in the onboarding process and surface feedback to improve the program.
• Support merchants through their first orders, providing real-time coaching and issue resolution.
• Hit targets around time-to-activation and merchant satisfaction scores.

What We're Looking For

• 2 years of experience in merchant onboarding, customer success, account management, or a similar client-facing role.
• Strong communication skills — you can explain complex processes clearly and build trust quickly over phone, email, and video.
• Highly organized, with the ability to manage a large book of onboarding merchants simultaneously.
• Experience working cross-functionally and escalating issues effectively.
• Comfort with tools like Client, Google Workspace, and internal ops platforms.
• Background in restaurant, food service, or B2B marketplace platforms is a plus.
• A self-starter mentality with a passion for helping small and mid-size businesses succeed.

Nice to Have

• Familiarity with catering operations or large-order food programs.
• Experience with client merchant tools (Merchant Portal, Menu Hub, etc.).
• Prior experience at a marketplace, SaaS, or food tech company.

Why Client's Catering

The client's Catering program connects businesses with high-quality restaurant partners for large-format meals. You'll be joining a fast-growing team at the intersection of enterprise sales and local commerce — with real impact on merchant partners and the customers they serve.