Customer Operations Associate, Retail

Outcomes

• Serve as the critical coordinator and focal point across our internal teams and customers.
• Coordinate launch timelines with internal and external teams.
• Manage the market launch process across internal and external teams, ensuring daily capacity targets are met.
• Work with our external customers to successfully prepare them to utilize Shiftsmart.
• Serve as the point of contact for any launch-related questions or support needed.
• Answer and support all customer questions related to launch (e.g., responses to quality or performance issues, etc.).
• Provide ad-hoc problem-solving and analytics needed to execute a launch.
• Build and improve upon existing launch playbook and processes.
• Provide input to Customer Team Leadership on new opportunities.

Competencies

• Experience in ‘Getting things done’: 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: Think in systems and process, relish bringing structure to ambiguity, ruthlessly prioritize, and feel organization is second nature to you.
• Customer Obsessed: Dedicated to your customers and prioritize fulfilling their needs. Comfortable addressing a variety of customer needs and questions and adept at navigating complex relationships.
• Problem Solver: Thrive working through and solving complex problems, quickly learn and adapt to new situations, and can synthesize the abstract into the concrete.
• Influence: Effectively partner with others to get things done even in the absence of formal authority.
• Clear Communicator: Excellent writer (memos, slides) and excel at making the complex simple to empower decision making.
• Technical Skills: Strong analytical skills, blend quantitative data with qualitative insights to test hypotheses. Well-versed in Excel, Google Sheets, etc.