Project Coordinator-Specialist-III (Launch Specialist - Platform Innovation)

Job Title: Project Coordinator-Specialist-III(Launch Specialist - Platform Innovation)Client: Confidential ClientLocation: Hybrid (Remote + Travel + In-Office)Launch Specialist (Platform Innovation)Company: ClientTeam: Platform InnovationLocation: Hybrid (Remote + Travel + In-Office)Reporting To: East Coast Onboarding Lead, Platform OperationsAbout the TeamThe Platform Innovation team is responsible for defining the strategy, launching, and scaling new initiatives within the Client's white-label restaurant business. This team focuses on building and expanding innovative solutions that enable merchants to operate and grow through the Client's SaaS and digital ordering ecosystem.About the RoleThe Client is seeking a Launch Specialist to support the onboarding and successful activation of restaurant merchants across the country. This role is highly hands-on and travel-intensive, requiring direct, in-person engagement with merchants to ensure a seamless onboarding and implementation experience.You will serve as a key partner to merchants during onboarding, working cross-functionally with Sales, Account Management, Operations, Product, and Analytics teams to deliver a best-in-class merchant experience from launch through early lifecycle stages.This is a hybrid role involving remote work, in-office collaboration, and frequent travel to merchant locations.Basic QualificationsBachelor's degree or equivalent work experience5+ years of experience in:Restaurant or bar managementHospitality operationsCustomer support or service rolesStrong attention to detail with the ability to execute tasks accurately and on timeExcellent communication and customer-facing skillsProven ability to work cross-functionally across multiple teamsHighly proactive, detail-oriented, and comfortable operating at a granular level Preferred QualificationsHands-on restaurant experience (highly preferred)Experience with restaurant openings or launch operationsBackground in high-end bartending or hospitality environmentsSpanish fluency (nice to have) Key ResponsibilitiesMerchant Onboarding & Launch ExecutionLead end-to-end onboarding of restaurant merchants, ensuring smooth setup and successful go-liveExecute onboarding strategies designed to deliver a seamless and high-quality merchant experienceTravel to merchant locations to support in-person onboarding and implementation Hands-On Training & EnablementTrain restaurant staff on platform functionality and operational workflowsDevelop and deliver training materials to drive product adoption and ease of useProvide real-time, on-site support to ensure staff confidence and operational readiness Platform Implementation & ConfigurationLearn and apply platform configurations, including digital ordering and SaaS toolsOversee implementation of systems and ensure proper setup aligned with merchant needsTroubleshoot issues during onboarding and ensure quick resolution Merchant Experience & OptimizationAct as the primary point of contact during onboarding and early lifecycle stagesIdentify opportunities to improve merchant workflows, drive adoption, and maximize revenueGather merchant feedback and share insights to improve product and operational processes Cross-Functional CollaborationPartner with Sales, Account Management, Product, Operations, and Analytics teamsEnsure alignment across teams to deliver a cohesive onboarding and launch experienceContribute to continuous improvement of onboarding processes and tools What You'll DoDeliver a high-quality, hands-on onboarding experience for restaurant merchantsEnsure successful implementation and adoption of platform productsProvide in-person support and training at merchant locationsDrive operational excellence and continuous improvement in onboarding workflowsAdapt quickly in a fast-paced, evolving environment Work EnvironmentHybrid role (remote + in-office collaboration)Significant travel required (local and national)Frequent on-site work at restaurant locations Ideal Candidate ProfileStrong hospitality background with hands-on operational experienceComfortable working in fast-paced, on-the-ground environmentsSkilled at training, onboarding, and supporting non-technical usersNaturally proactive, detail-oriented, and execution-focusedPassionate about improving merchant experience and operational efficiency