Customer Operations Associate, 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 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.

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.

As part of ensuring new market launch success, you will serve as the critical coordinator and focal point across our internal teams and customers. Your responsibilities will include:

• Coordinate launch timelines with internal and external teams:
  You will develop market launch plans and align internal and customer teams on timelines to keep launches on track to ensure new programs run smoothly from their first days
• Monitor market launch readiness throughout launch process:
  You will manage the market launch process across internal and external teams, ensuring daily capacity targets are met and working with our external customers to successfully prepare them to utilize Shiftsmart
• Serve as point of contract for any launch related questions or support needed:
  You will answer and support all customer questions related to launch (e.g., responses to quality or performance issues, etc.) and provide ad-hoc problem solving and analytics need to execute a launch
• Build and improve upon existing launch playbook and processes:
  You will push the thinking on current launch templates and activities related to new market launch execution processes and performance allowing Shiftsmart to continually improve our service offering and grow our most critical customer relationships
• Provide input to Customer Team Leadership on new opportunities:
  You will embed yourselves with our customers in each market and collaborate with our customer team on new SKU design and expansion opportunities, assisting in growing Shiftsmart’s revenue and relationship with these key customers

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

• Experience in ‘Getting things done’:
  You have 2-4 years of program management experience with internal or external customers (ideally with Retail and/or CPG experience in startups) or in an analytical role (e.g. bizops, consulting, investment banking, private equity, venture capital)
• Highly organized:
  You think in systems and process, relish bringing structure to ambiguity, ruthlessly prioritize, and feel organization is second nature to you.
• 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
• 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.
• 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…