Customer Operations Associate

Location

New York City (HQ)

Full time

Customer Solutions

• $90K – $130K
  • Offers Equity

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. 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:
What we do and why we need you

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 improving internal and external processes related to the execution of our growth plan. You will drive business decision analysis, internal and external customer reporting and provide continuous insights and recommendations on operational performance. You will be instrumental in designing new business processes for scale, building and launching new initiatives, and optimizing existing ways of working.

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 over time but some of your early responsibilities will include:

• Cross-functional collaborations: Partner with cross-functional stakeholders to be a thought partner for data-informed strategic decision-making across all parts of the customer value chain
• Process Improvements: Build, scale, and optimize business processes aligned to ingesting customer and partner information to execute our growth strategy
• Analytics + ROI Optimization: Own analytics across a number of steps that touch all aspects of the customer value chain including shift inputs and partner performance metrics
• Build and Execute: Own analytics initiatives that support daily operations such as building the data architecture, identifying opportunities using data and first principles, to push our customers and internal teams to improve shift ROI

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: 1-3+ years experience in an analytical role (e.g. data analyst, bizops, consulting, investment banking), and ideally in startups.
• Technical skills: Strong experience with both Excel and SQL and can blend quantitative data with qualitative insights to test hypotheses.
• Problem solver: Thrive during complex problems, quickly learn and adapt to new situations, and synthesize the abstract into the concrete.
• Highly organized: Think in systems and process, prioritize, and bring structure to ambiguity.
• Clear communicator: Excellent writer and able to explain complex ideas simply to empower decision-making.

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