Operations Specialist, Shift Success

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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 initia

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