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 their mission to grow and empower local economies.

About the role

This role is on-site in Baltimore, MD and is partially remote, partially in-office, and largely travel-based. You will regularly travel to merchant sites in your region and across the country to onboard restaurants to our products and enhance their experience throughout their lifecycle on our platform. You will report to the Onboarding Lead for your geo within our Platform Operations organization.

Responsibilities

• 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 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
• Achieve immediate results and adapt in an evolving work environment
• Look for ways to improve and help shape the direction of the company
• Work cross-functionally between sales, account management, operations, product, and analytics teams

Requirements

• 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 operating at the lowest level of detail
• Reliable vehicle and a valid driver’s license (mandatory)
• High mobility and frequent travel flexibility (essential)

Preferred Qualifications

• Core background entirely in restaurant operations (highest priority)
• Intellectually curious and technically adept, with experience utilizing or helping implement POS systems during management tenure
• Spanish fluency

Skills

• Leaders – Leadership is embraced and embodied by everyone at Client, not limited to the management team.
• Operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and industry is what we do every day.
• Learners – Everyone continually learns on the job, committed to implementing what is best for our customers, merchants, and dashers.
• One Team – The magic of Client is our people, together making our inspiring goals attainable and driving us to greater heights.

Pay

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.

Benefits

Contractor benefits are available through our 3rd Party Employer of Record (available upon completion of the waiting period for eligible engagements).

• Medical
• Dental
• Vision
• 401k