Large Order Merchant Onboarding - Strategy and Operations Contractor

KellyOCG; United States; Remote; USD 45,460 - 64,747; Full time

Job summary

A leading staffing supplier is seeking a Strategic Operations Contractor to manage the onboarding of Large Order/Catering merchants. This role will ensure merchants launch quickly and effectively, improving the onboarding experience while maintaining high-quality standards for menu and operational readiness. Key responsibilities include conducting onboarding calls, performing menu audits, and guiding merchants through essential milestones to enhance their satisfaction and reduce churn. This contract position is remote and lasts for 4 months.

Qualifications

• Experience in managing end-to-end onboarding processes.
• Strong communication skills for guiding merchants.
• Ability to identify risks and drive resolutions.

Responsibilities

• Own the onboarding journey for new merchants.
• Conduct onboarding calls and set expectations.
• Document outcomes to improve onboarding processes.

Skills

Onboarding management

Communication skills

Risk identification

Menu auditing

Job description

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

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.