Product Analyst, Customer

Shiftsmart • New York, NY

5d • Onsite

About The Position

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.
Team Mission:
The mission of our Product team is to build best-in-class experiences that drive key business outcomes for Shiftsmart. We work closely with engineering, design, and operations teams to develop technology-powered solutions across our tools for our enterprise customers and network of hourly shift workers that meaningfully improve labor productivity, store performance, and customer experience. You will play a critical role in ensuring our products are executed with a high level of detail and operational rigor. This role sits at the intersection of product development, customer feedback, and analytics, helping ensure that what we build fully meets the needs of enterprise customers and frontline store operators.
While prior product experience is not required, this role is an excellent opportunity for an analytically-minded operator who enjoys diving deep into details, understanding how systems work end-to-end, and improving products through structured analysis and customer insight. Your work will directly impact how national brands like Walmart, PepsiCo, Google, and Circle K operate their stores.
This role is based in New York City (HQ) with typically 3+ days in office

Requirements

• Analytically-Minded: You have 3 to 5+ years of experience in an analytical or operational role (e.g., data analyst, consulting, business operations, investment banking, or startup operations) and enjoy using structured analysis to solve real business problems.
• Detail-Oriented Operator: You naturally go deeper than surface-level answers and enjoy auditing workflows, products, and processes to ensure nothing is missed. You are energized by identifying gaps, edge cases, and improvement opportunities and you continue to ask “why” until we get to the root cause
• Customer-Centric: You enjoy talking to customers and learning how products are actually used in the field. You are comfortable engaging with store managers, operations teams, and frontline users to gather insights that improve product design.
• Technically Skilled: You are highly comfortable working with data using tools such as Google Sheets and SQL and can combine quantitative analysis with qualitative insights to inform product decisions.
• Highly Organized: You bring structure to ambiguous problems, track multiple workstreams effectively, and build systems to ensure details are captured and progress is measurable.
• Clear Communicator: You can translate complex findings into clear insights for product, engineering, and leadership teams, and are comfortable presenting recommendations backed by data and customer feedback.

Responsibilities

• Product Feature Deep Dives: Develop a deep understanding of our current and future product capabilities. Conduct detailed feature-by-feature analysis of competing solutions at large enterprise customers to ensure our products achieve full feature coverage and identify opportunities for differentiated improvements.
• Deeply Understand Our Customers: Review and categorize customer and partner pain points to identify recurring issues, usability gaps, and feature opportunities. Translate patterns from customer and partner support interactions into clear product requirements and prioritized improvements.
• Feature Testing and Roll Out: Engage directly with store managers and frontline users to understand how our products are used in real-world environments. Conduct structured onboarding and feedback sessions to refine product requirements, validate feature designs, and identify operational pain points.
• Operational Product Insights: Build dashboards and reporting tools that track product adoption, operational performance, and customer outcomes. Use data to identify where product improvements can drive measurable labor savings, increased store productivity, or improved user experience.
• Cross-Functional Execution: Work closely with engineering, design, operations, and customer teams to translate insights into well-defined product requirements. Ensure product details, edge cases, and operational workflows are fully considered before features are released. Including but not limited to analyzing support tickets, gathering feedback from store managers and field operators, and translating real-world product usage into actionable product requirements.
• Develop Expertise in Our Products and Competitors: Ensure our solutions are comprehensive and continuously improving by conducting detailed feature analysis of competing systems to ensure our products match or exceed their capabilities. Identify opportunities to introduce differentiated features that drive measurable value.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed