Field Operations Contractor

About the role

Blackbird Labs is a loyalty and payments platform establishing meaningful connections between the world's best restaurants and their customers. Founded in 2022 by Ben Leventhal, co-founder of Eater and Resy, the company delivers a fully customizable loyalty programming platform for restaurants and a consumer app designed to make every guest feel like a bonafide VIP no matter where they dine. Backed by Union Square Ventures, a16z, Amex Ventures, Variant Fund, and other forward-thinking investors, Blackbird is out to revolutionize the restaurant industry. The company's talent principles define the key traits it seeks in employees: passion for its product, elite performance, making others better, and holding one another accountable.

In this mission-driven context, the Field Operations Contractor role is central to bringing Blackbird's vision to life on the ground. You will own the on-the-ground execution of Blackbird's NYC rollout, serving as the primary link between the platform and restaurant partners. You are responsible for coordinating every step of the installation journey, ensuring each site is set up accurately and efficiently. You will act as the trusted voice of the company, delivering clear instructions and hands-on support to front-of-house teams. This role requires you to absorb site-specific nuances and translate them into flawless technical setups. You will troubleshoot unexpected challenges in real-time while maintaining a calm and professional demeanor. Furthermore, you will own the post-launch relationship, monitoring adoption and gathering feedback to ensure long-term success. Ultimately, you are the operational backbone that guarantees partners experience a seamless and confident launch.

What you'll do

• Coordinate on-site installations and manage the full onboarding workflow for new restaurant partners from initial contact to final sign-off.
• Perform hardware and software configuration, adapting set-up procedures to meet the specific technical requirements of each location.
• Conduct engaging and practical training sessions for front-of-house staff and management to ensure confident and correct product usage.
• Serve as the primary point of contact for operators throughout the launch process, providing clear guidance and timely updates.
• Diagnose and resolve technical issues in real-time, documenting findings and relaying actionable insights to the internal product and engineering teams.
• Drive post-launch engagement strategies to maintain momentum, ensure product adoption, and secure partner satisfaction.
• Perform regular check-ins with restaurant teams to identify opportunities for optimization and reinforce best practices.
• Maintain detailed and accurate records of all installations, configurations, and interactions for reporting and knowledge management.
• Represent the Blackbird brand professionally in all field interactions, embodying the company's values of excellence and accountability.
• Collaborate with internal stakeholders to align field feedback with product improvements and go-to-market initiatives.
• Adapt to shifting priorities and field schedules, demonstrating flexibility in a fast-paced, dynamic environment.
• Utilize data and partner feedback to identify trends that can inform future rollout strategies and operational improvements.

Requirements

• You have worked in or closely with the hospitality industry, including restaurants, tech vendors, or POS providers.
• You possess a strong technical aptitude, allowing you to quickly learn new systems and navigate software platforms for partner setup and troubleshooting.
• You are highly organized and hands-on, comfortable performing tasks that require physical effort and attention to detail.
• You are an exceptional communicator capable of building rapid rapport with operators and staff in a restaurant setting.
• You have flexible availability that accommodates varying field needs, including some early mornings and evenings.
• You are currently based in New York City and have reliable access to public and private transit options.
• You exhibit a high level of professionalism and ownership in every interaction with restaurant partners and internal teams.
• You are comfortable working independently and as part of a small, cross-functional team to achieve shared goals.

Nice to have

• Experience supporting technology rollouts in restaurant or retail environments.
• Familiarity with hospitality management software or point-of-sale systems.

Practical notes

This is a 3-month contract-based position, with potential for continued engagement depending on performance and market growth. The role requires travel within the New York City area to visit partner restaurants. No visa sponsorship is available for this role. Applicants must be authorized to work in the United States without sponsorship.

Pay transparency notice & benefits

Competitive Compensation commensurate with experience.