Job Description
Job Description
Role Overview
The City Launcher is responsible for building, training, and maintaining a high-quality workforce and delivering a strong customer experience within a defined region or hub. This role combines responsibilities across recruiting, training, and field operations.
The City Launcher owns onsite client quality within their assigned market—from initial interviews through ongoing field performance. This includes providing hands-on, in-person support for operational initiatives such as restaurant test orders and restaurant sales conversations. Each Launcher is accountable for the performance and success of onsite support specialists (OSS) within their region.
Key Responsibilities
1. Hiring & Onboarding
- Source, interview, and hire OSS for the assigned region
- Ensure candidates meet quality, reliability, and professionalism standards
- Own onboarding and ensure new OSS are prepared for success from day one
2. Training & Enablement
- Conduct initial and ongoing training for OSS
- Reinforce standards for setup, labeling, and participant experience
- Ensure OSS understand operational playbooks and expectations
3. Field Quality & Performance Management
- Coordinate coverage and onsite experience for new customer launches
- Conduct on-the-job evaluations during live shifts
- Provide direct feedback and coaching to improve performance
- Identify high performers and underperformers and take appropriate action
4. Market Development & Ad Hoc Operations
- Support local growth efforts, including:
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- Treat drop-offs for new customers
- Visiting prospective restaurant partners
- Conducting test orders to maintain quality standards
- Act as the on-the-ground representative of operations in the region
5. Ownership of Hub Performance
- Maintain a strong and reliable OSS workforce within the hub
- Ensure coverage, quality, and readiness for all shifts
- Partner with Shift Leads and central operations to identify gaps or risks
Success Metrics (What Good Looks Like)
- High-quality onsite customer experience and order execution
- Strong pipeline of high-quality OSS in the region
- Quick ramp-up and strong performance of new hires
- Consistent execution quality across all shifts
- Clear visibility into OSS performance and operational gaps
- Well-managed and efficient local operations
Qualifications
- 2–5 years of experience in operations, field management, recruiting, or training roles
- Strong ability to assess talent and identify high vs. low performers
- Comfortable providing direct feedback and coaching in field environments
- Highly organized and self-directed
- Willingness to work in the field regularly
Preferred Qualifications
- Experience in marketplace operations, gig workforce management, or hospitality
- Experience launching or scaling operations in a new market