Operations Specialist, Shift Success

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 in the world, like Circle K, Pepsi, Dollar General, 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 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:

The mission of the Shift Success team is to ensure that work completed on Shiftsmart’s platform consistently translates into real customer impact and ROI. We define what successful execution looks like for each shift type and build the infrastructure that measures it, turning operational signals like shift activity, images, partner inputs, and customer data into objective shift scoring.

That foundation powers the engine that drives execution across the marketplace. Working cross-functionally with product, engineering, operations, finance, and supply, the team builds systems that connect shift outcomes across the value chain. These systems power payment decisions, the in-app partner experience (task lists, completion checks, and feedback), partner pool management and shift access rules, and the customer software and reporting used to monitor and improve execution in the field. Together, this infrastructure reinforces expectations and shapes partner behavior at scale to ensure customers consistently receive high-quality execution.

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

Outcomes:

Your role will start by leading the operations and execution of the initial system that connects payments to shift outcomes, helping ensure strong operational performance and driving continuous improvement.

• Own Daily System Operations & Visibility: Execute daily operational oversight of shift quality models and supporting systems, ensuring uptime and integrity while monitoring data signals, resolving anomalies, and maintaining clear daily reporting on system health and performance trends

• Ensure Worker Success and Feedback: Reduce incorrect rejections and missed payments by using data analysis, worker outreach, and purpose-built tooling to ensure top-quality workers are paid in real time

• Evolve Payment Rules with Engineering: Identify opportunities to improve payment accuracy and partner with engineering to prioritize rule updates, translating operational insights into clear requirements for implementation.

• Integrate Shift Success Workflows: Embed shift quality processes into support operations, establishing clear workflows for exceptions, escalations, and partner coordination to resolve worker issues quickly and reliably at scale.

Competencies:

Do you have what it takes to launch pilots successfully and fundamentally change labor? Here are the attributes you’ll need:

• Results-driven: You have 1-3 years of experience and a track record of driving outcomes and accomplishing objectives, regardless of perceived blockers or setbacks

• High Ownership: You’re motivated to constantly improve the partner payments and support function, and drive cross-functional change where needed in order to better the partner experience

• Analytical: You have experience with Excel and SQL, and you can size and prioritize issues based on their magnitude; you’re able to break down a problem into its component parts, and identify the root cause of worker issues; you can measure the impact of your work on key metrics

• Empathetic: You understand the worker experience, and can use that understanding to anticipate and remediate issues that workers are likely to face during their shifts before they become an issue; you’re motivated to make the worker experience delightful

• Independent: You can take an initiative and run with it, and don’t need to be repeatedly shown how to solve the same problems

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.