Customer Operations Manger

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 and government agencies in the world like Circle K, Pepsi, Walmart, 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, paid over $130M in wages to hourly workers, and raised $120M+ from top-tier investors including D1 Capital & Imaginary Ventures…and we’re only getting started.

Mission :

The mission of the Customer Operations 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. You will focus on working directly with Revenue leadership to provide top-notch customer-facing service, devise revenue strategies, and help scale existing and new accounts.

This role is based in New York City (HQ) with typically 3+ days per week in the office.

Outcomes : What problems you will solve

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

Management of new pilot programs and customer launches : You will support and be a thought partner for all stages of new launches and existing customers, working closely with senior GTM leadership to ensure new programs run smoothly from their first days.

Customer Solutions : You will help scale existing customer revenue, identifying opportunities to grow our footprint, developing ROI business cases, and executing initiatives to embed Shiftsmart as a core operating partner.

Data reporting and Insights : You will scope, conduct, and analyze studies from various customer operations and teams to provide our customers with insights into the impact of Shiftsmart. This will require the ability to think analytically but also craft strategic narratives to drive outcomes.

Growth : You will help grow Shiftsmart across a variety of new and existing verticals, working cross functionally to identify and secure new opportunities for growth and scale, including new features or core product needs.

Competencies : Who you are

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 4-6 years experience in an analytical role (e.g. bizops, consulting, investment banking, private equity, venture capital), and ideally in startups.

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 process, 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 in the absence of formal authority.

Clear communicator : You are an excellent writer (memos, slides) and excel at making the complex simple to empower decision making.

Technical skills : You have strong analytical skills and can blend quantitative data with qualitative insights to test hypotheses. You are well-versed in Excel, Google Sheets, and SQL.

Customer Obsessed : You are dedicated to your customers and prioritize fulfilling their needs. You are comfortable addressing a variety of customer needs and questions and are adept at navigating complex relationships

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