Incubation Specialist

Description

The incubation specialist ensures newly onboarded restaurant partners ramp successfully during a 4-week incubation (extendable to 6 weeks for low performers). Acting as an ops coordinator and junior account manager, the role drives setup accuracy, early growth, and operational stability before handing over to the account management team.

The ideal candidate should have:

• Bachelor’s degree in business administration, operations, or related field
• 2–3 years of experience in operations, partner onboarding, vendor management, or account management, preferably in food delivery, e-commerce, or technology industries
• Strong vendor management and stakeholder management skills with proven ability to influence and collaborate across teams
• Excellent problem-solving and process improvement mindset with strong analytical skills
• Strong communication and training skills to effectively enable restaurant partners
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to new challenges

Requirements

• Enable and verify setup from day 1: share playbooks and micro-videos; confirm SLAs; run an end-to-end test order (accept, ready to pick, handoff); validate menu accuracy (items, photos, pricing, availability), operating hours and holidays, payout and fees, device and POS readiness, and contact details; identify additional branches to onboard
• Serve as first-line partner support: handle how-to questions and operational issues (menu fixes, device, printer, tablet, POS sync, payout or order-flow concerns) and raise tickets with complete context when needed
• Monitor and improve performance daily: track cancellations, store availability and uptime, ready to pick usage, prep time (quoted vs. actual), and acceptance time; investigate root causes; coach partners on quick wins (menu cleanup, hours tuning, kitchen workflow tweaks, auto-accept where applicable)
• Drive early growth levers: launch and iterate promotions and offers, recommend top list and featured placement, improve photos and tags, and align to a simple promo calendar to lift orders and gross merchandise value during incubation
• Run a tight operating cadence: do a daily KPI sweep and outreach to outliers; hold brief coaching touchpoints 1–2 times weekly to confirm actions; update the incubation tracker (CRM, Jira, sheets) with notes, owners, and due dates
• Escalate cross-functionally with clarity: route blockers to sales and onboarding (contracts, branch IDs), activation and integration (API, POS, printers, tablets), and support and logistics (courier ETAs, cancellations, fraud), providing reproduction steps, screenshots, and impact
• Extend or graduate with a plan: if KPIs miss minimum thresholds by week 4, set a 2-week recovery plan and extend to week 6; otherwise, confirm stability and lock graduation
• Document thoroughly: maintain clean records of partner progress, KPI trends, actions taken, tickets raised, and outcomes, ensuring visibility and continuity