Customer Operations Associate (Chicago)

Wonolo • Chicago, IL

2d • $26 - $29 • Onsite

About The Position

Wonolo is seeking a motivated and detail-oriented Operations Associate to join their growing team. This role is customer-facing and worker-facing, playing a key part in day-to-day operations. The associate will work directly with customers and hourly workers to ensure smooth communication, strong staffing outcomes, and fast problem resolution. The role supports operational processes from recruitment to issue resolution, aiming to ensure the success of every shift and build strong relationships. The ideal candidate is organized, takes initiative, can communicate with various stakeholders like job site supervisors and gig economy workers, and possesses problem-solving skills to operate in an ambiguous environment. The associate will serve as the face of Wonolo to customers and Wonoloers, ensuring a seamless experience for both. This role has an anticipated duration of 6 months with the potential to extend and requires flexible schedules, including early mornings and overnights during peak periods. Candidates located in the Chicago Area/Surrounding Suburbs, willing and able to be onsite locally, are welcome.

Requirements

• 2+ years of experience in customer service and 1+ years of experience in staffing, consulting, or operations are preferred
• Proficient ability to interpret data, identify trends, and use insights to make informed decisions and solve problems.
• Proven ability to plan, execute, and monitor projects effectively, often in a fast-paced environment with minimal guidance.
• Proficient communicator skilled at building effective relationships with internal and external stakeholders driving positive outcomes.
• Skilled at simplifying complex issues, identifying root causes, and developing practical solutions using data and insights.
• Previous experience working on-site with customers and/or workers, ensuring practical strategies for ongoing or new challenges.
• Proven ability to collaborate across teams, both virtually and in-person, and work remotely with minimal supervision.
• This role will require travel to and from customer facilities, and will therefore require a reliable form of transportation.

Nice To Haves

• Experience with Google for Business tools (Gmail, Calendar, Docs, and Sheets) and Slack a plus.
• Bachelor’s degree or equivalent experience a plus.
• Marketplace and/or startup experience
• Experience in the industrial/warehousing environment is a plus

Responsibilities

• Serve as a local point of contact for customers, maintaining clear, professional communication to ensure staffing needs are met and expectations are exceeded.
• Support the sourcing, screening, and scheduling of hourly workers for open shifts using Wonolo recruitment tools, existing worker pools, and hiring events. Monitor performance of placed candidates, addressing concerns and offering support.
• In partnership with the local Market Team, build positive relationships with workers, answer questions, and resolve scheduling, or payroll issues promptly and empathetically.
• Respond quickly to day-of or last-minute issues (e.g., no-shows, worker concerns), coordinating with both workers and clients to find fast, effective solutions.
• Travel to Wonolo customer locations (commonly a warehouse or production facility) and coordinate with customers and the local Market Team on issues relating to Wonoloers' experience onsite.
• Partner with the regional Engagement Manager and Sales team to visit prospective customer locations within the market to build local relationships and support new business opportunities.
• Identify inefficiencies or challenges within the worker operations processes and develop or innovate solutions to improve them.
• Regularly examine quantitative and qualitative data related to workers, jobs, and the platform to identify trends and areas for improvement.
• Track key metrics related to your market’s operations and prepare reports to inform strategic decisions and communicate performance to market leadership.
• Work with other Wonolo teams, such as Marketing, Product, and Central Operations, to ensure alignment and inform broader strategic initiatives.
• Some early mornings or evenings may be required during peak periods.

Benefits

• The opportunity for growth in a mission-driven and well-funded start-up
• Meaningful equity
• We pay 100% of the medical/dental/vision insurance premiums for you
• Cell phone reimbursement and company laptop
• Retirement plans as well as life and disability insurance
• Access to no-cost on-demand mental health support, including counselling, mindfulness and meditation, and wellbeing courses
• Team outings, happy hours, company off-sites, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree