Customer Operations Associate/Lead

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 3M flexible workers (ranked #3 in the App Store) to create scalable labor solutions for the largest companies and government agencies in the world like Walmart, PepsiCo, Google, and Circle K. Our unique business model fractionalizes jobs down to shifts and makes it easy for workers to work across multiple employers through a digital marketplace. We’re one of the fastest-growing scaleups in the country. We’ve grown 2-3x each year since we started and raised $120M+ from top-tier investors including D1 Capital & Imaginary Ventures…and we’re only getting started.

Our mission is to build the world’s leading platform for hourly workers and enterprises enabling flexibility, choice, and upward social mobility.

• 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.

Mission: What we do and why we need you

The mission of the Customer team is to build, manage, and grow customer relationships, and create a culture of customer centricity across Shiftsmart. We own the customer, which in our business typically means relationships with COOs and SVPs @ Fortune 1000 companies, as well as on-the-ground field leaders in some of the largest businesses in the world. We deeply understand our customers’ operational challenges and use that understanding to design and launch solutions to solve real-world challenges. In this role, you will work with customers across multiple industries to design and launch tailored solutions, lead end-to-end projects, grow customer relationships, deliver objective analysis and insights, and execute strategic initiatives.

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

Outcomes: What problems you will solve

In this role, you will build deep relationships with clients across levels to embed Shiftsmart as a core operating partner. You will own and expand customer relationships across the entire lifecycle and multiple verticals, working directly with Shiftsmart senior leadership and the customer to scope and deliver expansion opportunities. You will partner with customers to deeply understand their business objectives and key operating challenges, and use that to design tailored labor solutions to deliver their goals through the Shiftsmart platform. You will also be responsible for coordinating with customers and teams internally to scope, intake, and launch new growth projects across a variety of business and operating models, leveraging our network of 3M workers around the world.

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 3-5+ years experience in an analytical role (e.g. bizops, consulting, investment banking, private equity, venture capital), and ideally in startups. 

• Effective Communicator: You are an articulate verbal and written communicator, and excel at distilling complex ideas into simple messaging.

• Problem solver: You enjoy solving complex problems, quickly learn and adapt to new situations, while being structured and detail-oriented.

• Highly organized: You think in systems and process, relish bringing structure to ambiguity, ruthlessly prioritize, and feel organization is second nature to you.

• 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 have knowledge of SQL or are willing to learn.

• An industry expert: You have some knowledge and experience of the workings 

• Resilient: