Business Operations Manager - Shiftsmart : Job Details

Why ShiftsmartWe'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: Shiftsmart is re-imagining hourly work in the U.S., giving businesses the flexible talent they need while unlocking better opportunities for workers. The Live Support team is the very first human touchpoint for new Shiftsmart workers-helping them feel confident, prepared, and excited on day one. It is an operationally complex and critical function to ensure workers are fully onboarded and prepared to be successful on Shiftsmart.We're looking for a seasoned operator to own this function end-to-end. As Business Operations Manager, you will:Lead a 30-50-person phone-based support team that welcomes every first-time worker and answers real-time questions.Guarantee 100 % first-shift contact by designing bullet-proof processes, clear scripts, and data-driven staffing models.Integrate new product features into daily workflows, collaborating with Product and Engineering to raise speed, quality, and scale.Coach, develop, and performance-manage agents and supervisors, turning metrics into daily action and continuous improvement.If you thrive in fast-moving, operationally rigorous environments-and love turning chaos into predictable, high-quality output-you'll have an outsized impact here: boosting worker retention, driving client success, and shaping how thousands experience hourly work. Join us and help build the future of work.Outcomes: Achieve 100% first-shift contact: Design rock-solid scheduling, QA, and tooling so every new worker receives a timely, helpful call on their first shift. You will run daily operating cadences to maintain a high execution bar and identify the most important operational problems to fix.Raise worker quality & client KPIs: Translate client-specific standards into clear call scripts and in-app workflows that lift on-shelf availability and sales at partner locations.Optimize unit economics & drive ROI: Own the financial impact of the Live Support program, balancing labor costs and technology spend to control costs while driving worker retention and improving long-term financial health.Build a scalable team & toolset: Recruit, coach, and up-level a 24/7 support team while partnering with Product/Engineering to automate repeatable tasks-scaling the operation 3-5× without a linear head-count increase.Competencies: Operational Athlete: You have run high-volume, SLA-driven operations (call-center, field, or similar) and turn complexity into predictable output.Data as a Second Language: You build dashboards, run SQL, and let real-time metrics-not anecdotes-drive every decision.Builder's Mindset: Standing up 0-to-1 processes, iterating fast, and automating yourself out of busywork energize you.People Developer: You coach frontline supervisors and agents with clear feedback, ambitious goals, and a culture of accountability and growth.Compensation philosophyTo 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 policiesPre-tax commuter benefitsCollaborative office with fully stocked kitchen @ 1 World Trade in ManhattanEqual opportunity employerShiftsmart 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 @ ShiftsmartInspired by Leadership Principles @ AmazonExecution Is BinaryWe #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 MercenariesWe 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 > OutcomesWe 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 HarmonyWe 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 & IterateWe 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.