OSS Shift Lead

Operations Clerk-II

Location: Sunnyvale, CA (within 30 mins of city)

Role Overview: The OSS Shift Lead is the operational backbone of the day-to-day shift. This role owns real-time coordination of OSS (On-Site Staff), ensuring shifts are properly staffed, issues are resolved quickly, and communication flows seamlessly between the field and central operations. You are the "control tower" during your shift responsible for keeping operations running smoothly and stepping in when things go off track.

Key Responsibilities:

• Shift Management & Staffing: Assign OSS to shifts and ensure full coverage across all active jobs. Monitor attendance, lateness, and no-shows; take immediate corrective action. Backfill gaps in real-time by reassigning or escalating.
• Real-Time Operations Oversight: Troubleshoot issues (e.g., late arrivals, setup problems, participant confusion). Escalate critical issues with clear context and proposed solutions.
• Communication Hub: Serve as the primary point of contact for all inbound/outbound OSS communication during shift. Respond to OSS questions, issues, and updates quickly and clearly. Coordinate with internal teams (Ops, Support, Launchers etc.) as needed.

What Good Looks Like:

All shifts are fully staffed with minimal last-minute scrambling. OSS know exactly where to be and what to do. Issues are resolved quickly without escalation when possible. Communication is fast, clear, and proactive. Participants have a seamless experience on-site.

Qualifications:

• 13 years in operations, logistics, hospitality, or similar fast-paced environments.
• Strong real-time decision-making and problem-solving skills.
• Excellent communication (written + verbal).
• Comfortable managing multiple workflows simultaneously.
• Highly reliable and responsive.

Nice to Have:

• Experience in dispatch, shift scheduling, or gig workforce management.
• Familiarity with last-mile logistics or on-demand operations.