Order Merchant Onboarding - Strategy and Operations Contractor

Large Order Merchant Onboarding - Strategy & Operations Contractor

Location:

Remote USA

Contract Duration: 4 months (with potential for extension)

Contract Type: W2 through Staffing Supplier

Pay Rate: $40/hr

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.

Objective:
Reduce time-to-live, improve merchant readiness at launch, and drive a consistently high‑quality onboarding experience for Large Order/Catering merchants.

• 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.

Objective:
Ensure every merchant launches with a menu that meets minimum quality standards and supports an efficient corporate ordering experience.

• 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.

Objective:
Collect and maintain merchant metadata as a core onboarding deliverable to enable better discovery, filtering, and ordering for customers.

• 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.

• 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.