Customer Operations Senior Specialist, Shiftsmart
Retail
$95-120k
+ Offers Equity
~20% travel required
3+ days a week in office
Custome enterprise workforce solutions
Be an early applicant
Custome enterprise workforce solutions
1001+ employees
Be an early applicant
$95-120k
+ Offers Equity
~20% travel required
3+ days a week in office
1001+ employees
Company mission
To revolutionize hourly work and build the world's leading platform for hourly workers.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Labor force participation is at an all-time low in the United States, and companies across the board are struggling to combat the shortfall. Shiftsmart’s solution is a dynamic labor marketplace, matching workers on their platform to temporary gigs, and helping companies fill gaps without committing to, or having to attract, full-time talent.
Shiftsmart’s network of over 1.2 million workers serves big-name enterprises like Google, HP, Apple, and Levi’s, and is part of a growing industry of staffing solutions for hourly workers that have been seeing big VC investments over recent years. Driven by the gig economy becoming more normalized and demand for flexible hours increasing, Shiftsmart saw its revenue increase by nearly 400%, and they put this success down to a competitively unique business model that sees more control being put in the hands of workers and employers alike. They have now done work in over 57 countries, and are operating tens of thousands of shifts each week.
Some user feedback suggests the company still has some kinks to iron out on their platform, with multiple complaints about delayed or missing payments. But with thousands of successful, efficient job placements found over the last few years, Shiftsmart are making strides in an area that looks set to remain in high demand.
Freddie
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Company HQ
World Trade Center, New York, NY
Leadership
Aakash Kumar
(Founder & CEO)Forbes 30 Under 30. Previously founded Searchlight Ventures during college. Worked as a Consultant @ Booz & Co and later as Cloud Business Operations & Strategy Lead @ Google.
Pavan Patel
(CTO)Forbes 30 Under 30. Previously Software Engineer @ Simply Hired and former teacher @ Teach For America.
Salary benchmarks
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