Customer Operations Associate

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. This role is based in New York City (HQ) with typically 3+ days per week in the office. Responsibilities Coordinate launch timelines with internal and external teams: You will develop market launch plans and align internal and customer teams on timelines to keep launches on track to ensure new programs run smoothly from their first days. Monitor market launch readiness throughout launch process: You will manage the market launch process across internal and external teams, ensuring daily capacity targets are met and working with our external customers to successfully prepare them to utilize Shiftsmart. Serve as point of contract for any launch related questions or support needed: You will answer and support all customer questions related to launch (e.g., responses to quality or performance issues, etc.) and provide ad-hoc problem solving and analytics need to execute a launch. Build and improve upon existing launch playbook and processes: You will push the thinking on current launch templates and activities related to new market launch execution processes and performance allowing Shiftsmart to continually improve our service offering and grow our most critical customer relationships. Provide input to Customer Team Leadership on new opportunities: You will embed yourselves with our customers in each market and collaborate with our customer team on new SKU design and expansion opportunities, assisting in growing Shiftsmart’s revenue and relationship with these key customers. Qualifications Experience in ‘Getting things done’: You have 2-4 years of program management experience with internal or external customers (ideally with Retail and/or CPG experience in startups) or in an analytical role (e.g., bizops, consulting, investment banking, private equity, venture capital). Highly organized: You think in systems and process, relish bringing structure to ambiguity, ruthlessly prioritize, and feel organization is second nature to you. Customer Obsessed: You are dedicated to your customers and prioritize fulfilling their needs. You are comfortable addressing a variety of customer needs and questions and are adept at navigating complex relationships. 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 in the absence of formal authority. Clear communicator: You are an excellent writer (memos, slides) and excel at making the complex simple to empower decision making. Technical skills: You have strong analytical skills and can blend quantitative data with qualitative insights to test hypotheses. You are well-versed in Excel, Google Sheets, etc. Compensation and Benefits 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. 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. #J-18808-Ljbffr