Incubation Specialist

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 + 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 & verify setup from Day 1: Share playbooks/micro-videos; confirm SLAs; run an end-to-end test order (accept → RTP → handoff); validate menu accuracy (items, photos, pricing, availability), operating hours/holidays, payout/fees, device/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/uptime, RTP 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/offers, recommend Top List/Featured placement, improve photos/tags, and align to a simple promo calendar to lift orders/GMV during incubation
• Run a tight operating cadence: Do a daily KPI sweep and outreach to outliers; hold brief coaching touchpoints 1-2× 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/Onboarding (contracts/branch IDs), Activation/Integration (API/POS/printers/tablets), and Support/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