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.

Mission:

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.

Outcomes:

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.

Competencies:

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.

Compensation philosophy

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

Equal opportunity employer

Shiftsmart is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Operating Principles @ Shiftsmart

Inspired by Leadership Principles @ Amazon

Execution Is Binary

We #GetShiftDone. We take immense pride in both the quality of our work and our relentless determination to deliver on our commitments. If we say we are going to do something, we do it.

We own the outcome with an unstoppable mindset through the finish line and are impatient to move the ball forward. This means we work really hard, execute with urgency, and ruthlessly challenge timelines for anything important. As a result, we do not defer responsibility to other teams or individuals. Instead, we take the problem as far as we can and only when needed ask others for help.

Each time a crisis or opportunity emerges we take the hill as one team, because we are allergic to the words “it can’t be done”.

Missionaries, Not Mercenaries

We before me. We believe in our mission to build a better world for workers. We understand why our work matters and take seriously how it impacts our customers and our partners. This belief permeates everything we do from the strategic to the mundane.

We are energetic, ambitious, and want to win. We constantly raise the standards for ourselves and everyone around us. We show up for our customers, our partners, and most importantly our teammates, and make every effort to build lasting relationships with each of them.

We do not measure success based on our titles or the size of our empires. This also means we put the needs of the business before the details of our job descriptions. Rather than fight for a bigger piece of the pie, we fight to grow the entire thing and recognize this is how to grow our careers too.

Inputs > Outcomes

We work really hard. Fundamentally changing how labor works is not easy. It often requires long days, late nights, and weekends to deliver on our commitments. We lean into this challenge.

We focus on the process. We think in terms of value chains and appreciate that a bad process with a good outcome is simply dumb luck. 

We lead with data. We use facts, not fiction, to build narratives and make decisions. To do this we prepare written memos in advance and resist the urge to engage in endless water cooler what ifs, because we value the time and attention of our teammates.

We hire and develop the best. When we decide to hire a new team member, we do so because we believe they will increase the talent density on our team. We view ourselves as leverage maximizers rather than inconvenience reducers and strive to increase the output of everyone we interact with.

Honesty Over Harmony

We share the truth even when it is painful. We do not, however, share the truth callously to hurt people’s feelings or make them look bad. We also assume positive intent. If someone is not delivering in a way that we need, we ask them and tell them before assuming the worst.

We embrace mutual feedback. As people leaders we care more about our team’s growth and success than how much others like us. As individuals we seek, accept, and apply feedback. We do not give or take feedback personally because we understand it enables us to learn and grow.

We tell the truth to ourselves. We reject a pollyannaish view of our world. Instead if something isn’t going well that we are responsible for, we call it out. And when someone calls out their own truth that may be less optimal, we don’t punish them for it.

We have the meeting in the meeting. If something is broken or we disagree, we call it out and say something in the moment even if it feels uncomfortable to do so. This means that if something is broken, we do not just accept it and complain later.

Invent & Iterate

We are inventors @ heart. We categorically reject the phrase “that is how it’s always been done”, and constantly discover new and better ways to do more with less. This means we are resourceful and often do things that don’t scale, only to create ways to scale them later. We’re builders.

We think BIG. At every level of the company, we embrace big, hairy, audacious, and transformative goals. We fear lack of progress and incremental thinking more than failing to deliver or falling short of an audacious goal. We believe courage means to try without fear and learn without ego.

We do not let perfect get in the way of better. When faced with the choice we prioritize delivering something, even if imperfect, over endless debate and alignment. We embrace good mistakes.