Customer Operations Senior Specialist, Retail

Why Shiftsmart

We’re building the Amazon of labor. We’re a labor platform pairing end-to-end workforce management technology with a rapidly growing global network of 5M flexible workers to create scalable labor solutions for the largest companies in the world, like Circle K, Pepsi, Dollar General, Starbucks and more. Our unique business model fractionalizes jobs down to shifts and makes it easy for workers to work across multiple companies through a digital marketplace. We’re one of the fastest-growing startups in the country. We’ve grown 2-3x each year since we started and raised $120M from top-tier investors including D1 Capital & Imaginary Ventures…and we’re only getting started.

Our mission is to build the world’s leading platform for hourly workers and enterprises enabling flexibility, choice, and upward social mobility.

• Join a rocketship. This is a unique opportunity to join the ground floor of a rapidly scaling business that is changing the way hourly labor works and capturing a $2 trillion dollar opportunity in the US alone.
• Ownership impact. Join a team that is challenging and supporting one another to build a great business and create flexibility, choice, and upward social mobility for workers everywhere.
• Captain your career path. Enjoy accelerated learning and growth working with a world-class team from top tech companies (e.g. Uber, Airbnb, Google, Amazon), business schools (e.g. HBS, GSB, Wharton), and professional services (e.g. Bain, BCG, Goldman).
• Become a world-class executor. We believe that #ExecutionIsBinary, and are dedicated to helping you master that skill for life here and beyond.

Team Mission:

The mission of the GTM & Customer team at Shiftsmart is to build the foundations and infrastructure to continue scaling the revenue side of our business. We work with all teams across Shiftsmart to lead end-to-end projects, grow customer relationships, deliver objective analysis and insights, and execute strategic initiatives. This particular role will focus on coordinating new market launch success (internally and externally) with our top customers to drive quality performance outcomes and meet our ambitious growth plans.

This role is based in New York City (HQ) with typically 3 days per week in the office and ~20% travel required.

Outcomes:

Your role will evolve alongside our customer base, but some of your early responsibilities will include;

• Own Daily System Operations: Execute daily operational oversight of shift assignment quality reviews, worker readiness, shift fill rate and completion, and post-shift quality workflows, including worker coaching and 'recovery' shifts
• Execute Against Targets: Develop processes that maximize worker success on their shifts, reach and maintain P&L targets, and hold our team and cross-functional teams accountable to their targets
• Ensure Worker Success: Reduce the number of shifts that do not meet quality standards by using data analysis, worker outreach, and cross-functional collaboration with Marketplace, Shift Success, and Mobile Engineering teams
• Build Customer Content: Create reports and meeting materials that convey key narratives to the customer. These will most often be weekly meeting materials or memos.
• Action Customer & Worker Feedback: Develop an intake process that ensures customer feedback and worker feedback is collected, evaluated, and incorporated into systems. These include our software offerings like the worker app and customer dashboards, as well as worker onboarding processes.

Competencies:

Do you have what it takes to design, launch, and scale initiatives to fundamentally change labor? Here are the attributes you’ll need:

• Analytically-minded: You have 1-2 years experience in an analytical role (e.g. bizops, consulting, investment banking, private equity, venture capital), and ideally in a fast-paced environment.
• Technical skills: You have strong analytical skills and can blend quantitative data with qualitative insights to test hypotheses. You are well-versed in Excel and Google Sheets, have knowledge of SQL or are willing to learn and can learn new tooling quickly.
• Problem solver: You thrive working through and solving complex problems, quickly learn and adapt to new situations, and can synthesize the abstract into the concrete.
• Highly organized: You think in systems and processes, relish bringing structure to ambiguity, ruthlessly prioritize, and feel organization is second nature to you.
• Influence: You effectively partner with others to get things done even without formal authority.
• Clear communicator: You are an excellent writer (memos, slides) and excel at making the complex simple to empower decision making.

Compensation philosophy

To provide greater transparency we share base salary ranges, which are based on role and level benchmarked against similar stage, high growth companies. Offers are determined based on multiple factors including skills, work experience, and relevant credentials.

In addition to competitive salaries and meaningful equity we offer the following benefits:

• Comprehensive healthcare coverage: We cover 100% of employee premiums for medical, dental, and vision care (60-75% for dependents)
• 401(k) match program: We match 100% on the first 3% of your contributions and 50% on the next 2% for a maximum match of 4%
• Generous, fully paid parental and family leave policies
• Pre-tax commuter benefits
• Collaborative office with fully stocked kitchen @ 1 World Trade in Manhattan

Equal opportunity employer

Shiftsmart is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.