Customer Operations Manager

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 Customer Operations team is to define and scale how we work with our largest, most strategic enterprise customers, including some of the world’s most recognized brands and retailers. This role is responsible for building the systems, processes, and infrastructure that enable high-quality, reliable customer operations at scale.

As Customer Operations Manager, you will operate at the ground floor of an emerging function. You will design how enterprise customer workflows operate end-to-end, partnering closely with Product, Engineering, Operations, and Customer teams to support our customers’ strategic objectives. This role is critical to shaping the future of enterprise customer experience as we grow.

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

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

• Own customer operations end-to-end, serving as the central point of accountability for process invention, system design, and cross-functional execution for customer issues, requests, and workflows at enterprise scale

• Design the system for support at scale across conventional tools such as Zendesk but with a clear mandate to drive selection and implementation for future state tools (e.g., AI customer agents, natural language chatbots, etc)

• Design and implement scalable customer workflows, including intake, prioritization, resolution, escalation, and reporting – turning ad hoc processes into repeatable systems.

• Define the operating model for enterprise customers, including how we engage, communicate, and deliver against commitments for the world’s largest and most complex operating environments

• Create and own customer-facing operational reporting, improving accuracy, automation, and clarity for both internal stakeholders and enterprise partners.

• Identify risk and failure points in existing processes and proactively design solutions that reduce defects and improve consistency at scale.

• Partner cross-functionally to ensure customer operations evolve alongside product capabilities and customer needs.

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 of experience in an analytical, client-centric role (e.g. Business Operations, Consulting, Investment Banking, Private Equity), and ideally in startups.

• Ownership Driven:
  You take full ownership of workflows and systems. You don’t wait to be asked; you see a problem, build a solution, and drive it to completion.

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

• 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.

To provide greater transparency we share base salary ranges, which are based on role…