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

Job Title: Project Coordinator-Specialist-III
(Launch Specialist - Platform Innovation)

Client: Confidential Client

Location: Hybrid (Remote + Travel + In-Office)

Launch Specialist (Platform Innovation)

Company: Client

Team: Platform Innovation

Location: Hybrid (Remote + Travel + In-Office)

Reporting To: East Coast Onboarding Lead, Platform Operations

About the Team


The 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 Role


The 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 Qualifications

• Bachelor's degree or equivalent work experience
• 5+ years of experience in:
  • Restaurant or bar management
  • Hospitality operations
  • Customer support or service roles
• Strong attention to detail with the ability to execute tasks accurately and on time
• Excellent communication and customer-facing skills
• Proven ability to work cross-functionally across multiple teams
• Highly proactive, detail-oriented, and comfortable operating at a granular level

Preferred Qualifications

• Hands-on restaurant experience (highly preferred)
• Experience with restaurant openings or launch operations
• Background in high-end bartending or hospitality environments
• Spanish fluency (nice to have)

Key Responsibilities

Merchant Onboarding & Launch Execution

• Lead end-to-end onboarding of restaurant merchants, ensuring smooth setup and successful go-live
• Execute onboarding strategies designed to deliver a seamless and high-quality merchant experience
• Travel to merchant locations to support in-person onboarding and implementation

Hands-On Training & Enablement

• Train restaurant staff on platform functionality and operational workflows
• Develop and deliver training materials to drive product adoption and ease of use
• Provide real-time, on-site support to ensure staff confidence and operational readiness

Platform Implementation & Configuration

• Learn and apply platform configurations, including digital ordering and SaaS tools
• Oversee implementation of systems and ensure proper setup aligned with merchant needs
• Troubleshoot issues during onboarding and ensure quick resolution

Merchant Experience & Optimization

• Act as the primary point of contact during onboarding and early lifecycle stages
• Identify opportunities to improve merchant workflows, drive adoption, and maximize revenue
• Gather merchant feedback and share insights to improve product and operational processes

Cross-Functional Collaboration

• Partner with Sales, Account Management, Product, Operations, and Analytics teams
• Ensure alignment across teams to deliver a cohesive onboarding and launch experience
• Contribute to continuous improvement of onboarding processes and tools

What You'll Do

• Deliver a high-quality, hands-on onboarding experience for restaurant merchants
• Ensure successful implementation and adoption of platform products
• Provide in-person support and training at merchant locations
• Drive operational excellence and continuous improvement in onboarding workflows
• Adapt quickly in a fast-paced, evolving environment

Work Environment

• Hybrid role (remote + in-office collaboration)
• Significant travel required (local and national)
• Frequent on-site work at restaurant locations

Ideal Candidate Profile

• Strong hospitality background with hands-on operational experience
• Comfortable working in fast-paced, on-the-ground environments
• Skilled at training, onboarding, and supporting non-technical users
• Naturally proactive, detail-oriented, and execution-focused
• Passionate about improving merchant experience and operational efficiency