Customer Operations Associate

ProducePay; Chicago (IL); On-site; USD 74,501,000 - 83,097,000; Full time

Benefits offered by this job

Equity option

Comprehensive health insurance

Retirement plans

Parental leave

Company laptop

Mental health support

Team outings

Job summary

Wonolo is seeking a detail-oriented Operations Associate to join our team in the Chicago area. You will be the face of Wonolo to customers and gig workers, ensuring smooth staffing, prompt issue resolution, and positive experiences across shifts.

You will support end-to-end operational processes, from recruitment to issue resolution, collaborating with Market Teams and other Wonolo groups. Strong communication, problem-solving, and data interpretation are essential for success in a fast-paced

Qualifications

• 2+ years in customer service; 1+ year in staffing, consulting, or ops preferred.
• Ability to interpret data, identify trends, and make data-driven decisions.
• Strong project management and multitasking capabilities.
• Excellent communication with internal and external stakeholders.
• Experience working on-site with customers/workers is a plus.
• Collaborates across teams and can work with minimal supervision.
• Familiarity with Google tools and Slack is helpful.
• Willingness to travel to customer facilities as needed.
• Bachelor’s degree or equivalent experience is a plus.

Responsibilities

• Serve as local point of contact for customers and workers to meet staffing needs.
• Support sourcing, screening, and scheduling of hourly workers for open shifts.
• Build relationships with workers and customers; resolve scheduling and payroll issues promptly.
• Respond quickly to day-of or last-minute issues with fast, effective solutions.
• Travel to customer locations and coordinate with local teams on worker experience.
• Visit prospective customer sites to build relationships and support new business.
• Identify inefficiencies and develop practical process improvements.
• Analyze data related to workers, jobs, and the platform to spot trends.
• Prepare market-facing reports and inform leadership decisions.
• Collaborate with Marketing, Product, and Central Operations on strategic initiatives.
• Some early mornings or evenings may be required during peak periods.

Skills

Customer service

Data interpretation

Project planning

Communication

Problem solving

On-site experience

Cross-team collaboration

G Suite / Google Tools

Travel for work

Bachelor's degree or equivalent

Education

Bachelor's degree or equivalent

Tools

Google Workspace

Slack

Job description

Wonolo (Work Now Locally) is disrupting the $140BN temporary staffing industry. Founded in 2014, Wonolo's mission is to help people find consistent work. Through our two-sided tech marketplace, we connect hundreds of businesses in need of front-line workers with 2 million underemployed workers in local markets across the United States, within minutes. Wonolo recently raised $140M in growth funding which will continue to help us empower the in-demand workforce by democratizing access to flexible work, opportunities to learn new skills, a living wage, and comprehensive portable benefits and perks.

We’re seeking a motivated and detail-oriented Operations Associate to join our growing team. In this role you will be both customer-facing and worker-facing. You’ll be a key part of day-to-day operations—working directly with customers and hourly workers to ensure smooth communication, strong staffing outcomes, and fast problem resolution.

You will support operational processes from recruitment to issue resolution, helping ensure the success of every shift and building strong relationships along the way. We're looking for someone who is organized, can take initiative, can speak to different stakeholders including job site supervisors and gig economy workers, and has problem-solving skills who can operate in an ambiguous environment. You will serve as the face of Wonolo to various Customers and Wonoloers and will ensure both are having a seamless Wonolo experience.

This role has an anticipated duration of 4 months to start with the potential to extend. This role will work Monday - Friday during business hours, but early mornings and evenings may be required during peak periods.

We welcome qualified candidates located in the Chicago Area/Surrounding Suburbs, who are willing and able to be onsite locally.

What you'll do:

• 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.

Who you are:

• 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.
• Experience with Google for Business tools (Gmail, Calendar, Docs, and Sheets) and Slack a plus.
• This role will require travel to and from customer facilities, and will therefore require a reliable form of transportation.
• Bachelor’s degree or equivalent experience a plus.

Nice to haves:

• Marketplace and/or startup experience
• Experience in the industrial/warehousing environment is a plus

Pay range:

The expected pay range for this position is $26-29/hour. Please note that individual total compensation for this position will be determined at the Company's sole discretion and may vary based on several factors, including but not limited to, location, skill level, and years and depth of relevant experience. Additionally, this role is currently eligible to participate in Wonolo’s equity plan as well as a range of health and wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Benefits and perks:

• 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
• Generous parental leave plan
• 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!

About Wonolo:

Wonolo is a two-sided job marketplace that serves over 2 million front-line workers, providing them access to flexible and consistent job opportunities across the United States within minutes, at companies such as Peloton, Coca-Cola, Neiman Marcus, Papa John's, and thousands more.

We are a remote-first company with 200+ full-time employees, and quickly scaling our team within the United States, Canada, and Latin America. We are well-funded and backed by leading investors including Sequoia Capital, Bain Capital, and Leeds Illuminate, among others.

Learn more about us:

Wonolo raises $140M to continue supporting over 1 million laborers and front-line workers

Wonolo is one of Glassdoor's best tech companies to work for in 2021

Why G2 Venture Partners Invested in Wonolo

Yong Kim (CEO) on why he's passionate about empowering the in-demand workforce

Commitment to Diversity, Inclusion, Equity, and Belonging

Wonolo welcomes you as you and celebrates our collective diversity. We work to serve the underserved, and we are built on the strength of our entire community. We know that diverse backgrounds, perspectives, and experiences make for the best teams, and help to drive high performance. We strive to ensure that our team represents different cultures, perspectives, and backgrounds, as these empower our team to come together to make the best decisions and the biggest impact.

Wonolo is an equal-opportunity employer. We work to ensure all people feel supported, empowered, and connected at work. A big part of this effort is through our support for members and allies of Employee Resource Groups. Individuals seeking to work at or with Wonolo are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.

Wonolo Privacy Statement

By providing your personal information and/or submitting your application, you agree that Wonolo may use your personal information for the purposes of carrying out its recruitment and hiring process, which may include, but is not limited to, reviewing your qualifications, verifying your information, communicating with you about the recruitment process, and retaining your personal data as otherwise needed for recruitment-related activities.

Information you provide Wonolo as part of the recruitment process is accessible only to those Wonolo employees and other third-party service providers involved with Wonolo's recruitment, interview, and onboarding process. Wonolo does not disclose your personal information to any third party in a manner that would be considered a sale under applicable laws. By providing your personal information as an applicant for this position or any other position at Wonolo, you agree that your personal data may be transferred and/or disclosed to Wonolo's third-party providers. This may include transfers to servers and databases outside the country where you provided Wonolo with your personal data.

Wonolo does not accept agency or consulting resumes. Please do not forward resumes to our job postings, email alias, Wonolo employees or any other organization location. Wonolo is not responsible for any fees related to unsolicited resumes.