Operations Clerk-I

City Launcher

The City Launcher is responsible for building, training, and maintaining a high-quality workforce and customer experience within a defined region or hub. This role is equal parts recruiter, trainer, and field operator. You are the owner of onsite client quality in your market from first interview to ongoing performance in the field, along with dedicated boots on the ground to support other in person initiatives (restaurant test orders, restaurant sales conversations). Each Launcher will own a specific region/hub and be accountable for all onsite support specialists operating within that area and client launch success and quality.

Key Responsibilities:

• Hiring & Onboarding Source, interview, and hire OSS for your assigned region. Ensure candidates meet quality, reliability, and professionalism standards. Own onboarding and ensure new OSS are set up for success from day one.
• Training & Enablement Conduct initial and ongoing training for OSS. Reinforce standards for setup, labeling, and participant experience. Ensure OSS understand operational playbooks and expectations.
• Field Quality & Performance Management Coordinate coverage and onsite experience for new customer launchers in your hub. Conduct on-the-job evaluations of OSS during live shifts. Provide direct feedback and coaching to improve performance. Identify high performers and underperformers; take appropriate action.
• Market Development & Ad Hoc Operations Support local growth efforts, including: Treat drop-offs for new customers. Visiting prospective restaurant partners. Test orders from restaurants to maintain quality standards. Act as the on-the-ground representative of operations in your region.
• Ownership of Hub Performance Maintain a strong, reliable OSS bench for your hub. Ensure coverage, quality, and readiness for all shifts in your region. Partner with Shift Leads and central ops to flag gaps or risks.
• What Good Looks Like Great customer onsite experience and order quality in your hub. Strong pipeline of high-quality OSS in your region. New hires ramp quickly and perform at a high level. Consistent execution quality across all shifts in your hub. Clear visibility into OSS performance and gaps. Local operations feel "tight" and well-managed.

Qualifications:

• 25 years in operations, field management, recruiting, or training roles. Strong people judgment can identify high vs. low performers quickly.
• Comfortable giving direct feedback and coaching in the field. Highly organized and self-directed.
• Willingness to be in the field regularly.
• Nice to Have Experience in marketplace ops, gig workforce management, or hospitality. Experience launching or scaling operations in a new market.