B2B - Delivery & Experience Operations Associate

About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul. Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. If that mission has you hungry in more ways than one, you’ve found the right job posting. About the Team: The B2B Operations team is responsible for scaling and delivering CookUnity’s new business verticals, such as Smart Fridge and Cold Meal programs, across corporate and healthcare environments. The team collaborates closely with B2C operations, product, and customer experience to ensure seamless execution, operational reliability, and scalable systems that support growth. The role: The B2B Delivery Experience Operations Associate acts as the operational control point for B2B fulfillment. This role owns daily delivery execution while ensuring that logistics performance translates into a reliable and predictable client experience. This is not a passive coordination role. It is responsible for anticipating delivery risks, resolving execution issues in real time, owning logistics-driven CX investigations, and identifying recurring friction points that impact service reliability. The objective: reduce escalations, prevent repeat incidents, and protect B2B delivery consistency at scale. This role enables senior operators to focus on strategic growth by stabilizing daily execution. Responsibilities: 1. Delivery Execution Control Tower Monitoring Own daily monitoring of B2B delivery schedules and routing. Validate upcoming orders for volume shifts, access constraints, special handling, and operational risks. Create and manage delivery tasks in OnFleet and related tools. Actively monitor in-route performance and intervene when delays or access issues arise. Resolve real-time execution failures (missed deliveries, access barriers, timing deviations). Ensure high-priority and enterprise accounts receive proactive oversight. 2. Delivery-Driven Experience Ownership Own end-to-end investigation of logistics-related CX tickets. Identify root cause (3PL error, internal process gap, access misalignment, system issue). Provide structured resolution context and recommended actions to CX. Ensure escalations are closed, not just answered. Track repeat incident categories and flag systemic risks. Maintain visibility into open escalations and drive them to resolution within SLA. 3. 3PL Cross-Functional Coordination Act as first-line operational contact for 3PL delivery issues. Escalate appropriately when patterns emerge. Align closely with Customer Experience to ensure accurate client-facing communication. Support B2B Operations with operational insights from the field. Prioritize internal operational requests based on urgency and client impact. 4. Risk Anticipation Incident Prevention Review forward-looking delivery schedules to identify risks (weather, holidays, volume spikes, new client launches). Flag high-risk delivery days proactively. Escalate with context and suggested mitigation plans. Identify recurring friction points and propose workflow improvements. Contribute to operational stability as volume scales. 5. Documentation, Reporting Continuous Improvement Maintain accurate trackers for deliveries, incidents, and escalations. Support weekly reporting on: Delivery reliability Escalation categories Repeat issue trends 3PL performance signals Assist in updating SOPs and playbooks as process improvements are identified Conduct structured root cause analysis on recurring ... (truncated, view full listing at source)