Job Description

Business Analyst – Merchant Experience (Restaurant Delivery Programs)

Location: Irving, TX (On-site, 5 days/week)

Contract: 12 months with strong potential for extension or conversion

Work Authorization: U.S. Citizens or Green Card holders only

Company Overview

Our client is a fast-growing leader in digital commerce and last-mile delivery, focused on transforming how consumers interact with convenience and restaurant brands. With a mission to elevate partner experiences and drive innovation across the delivery ecosystem, they are scaling rapidly—tripling their merchant footprint in the coming year. Their culture values ownership, creativity, and operational excellence, making this an exciting opportunity to shape the future of restaurant delivery.

Role Summary

This newly created role sits within a high-impact team focused on optimizing the experience of restaurant partners on a national delivery platform. As a Business Analyst for Merchant Experience, you’ll lead initiatives that improve onboarding, engagement, and satisfaction for both enterprise food chains and independent restaurants.

You’ll act as a program manager and strategic partner to Account Managers, driving solutions from concept to execution. From welcome kits and promotional offers to operational playbooks and branded driver assets, you’ll ensure every merchant feels supported and set up for success.

Key Responsibilities

• Lead cross-functional initiatives to improve restaurant partner experience across onboarding, support, and engagement.
• Design and implement scalable programs tailored to enterprise chains and independent restaurants.
• Collaborate with Account Managers to resolve merchant issues and ensure consistent support.
• Develop materials such as welcome boxes, quick reference guides, and promotional packages.
• Partner with Marketing and Growth teams to activate merchants in campaigns and co-branded efforts.
• Define and track merchant satisfaction metrics; recommend improvements based on data insights.
• Coordinate with Product and Analytics teams to build dashboards and reporting tools.
• Own special projects such as branded driver assets and merchant-facing communications.

Key Requirements

• 3+ years of experience in B2B relationship management, customer success, or program management.
• Strong familiarity with the restaurant or delivery marketplace ecosystem.
• Experience supporting both enterprise and SMB clients with tailored engagement strategies.
• Proven ability to lead cross-functional initiatives and drive measurable outcomes.
• Excellent communication skills with the ability to build trust across diverse stakeholders.
• Comfortable working in a fast-paced, high-growth environment with evolving priorities.
• Bachelor’s degree in Business, Marketing, Operations, or related field.
• Prior experience with POS platforms (e.g., Toast, Olo) or delivery services (e.g., Favor, DoorDash) is a plus.

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