Operations & Customer Services Specialist [Shake Shack]

Born in New York, Shake Shack started as a small cart in Madison Square Park and has grown into a global brand known for its iconic ShackBurger and crinkle‑cut fries.

At Shake Shack, we create great experiences through warm hospitality and a strong service mindset. Join us to work in a dynamic, modern environment with exciting opportunities to grow.

Report to: Training Manager – Training Department

OTHER KEY RELATIONSHIPS

•      Restaurant General Manager
•      Operations Manager
•      Marketing Manager

JOB SCOPE

     Responsible for delivering excellent customer service while supporting operational systems and processes to ensure smooth daily operations and enhance customer experience.

ESSENTIAL FUNCTIONS & TASKs

     Operations Services:

o   Drive improvements to integrated systems and develop operational tool and resources to support the execution. Integrated systems include:

• POS: button names, button layout, LTO programs, and all POS procedures for Staff;
• Delivery Platform: set up LTO menu on delivery channels.

o   Work with IT and create reporting templates for market-wide KPIs, Operations;

o   Extracts, analyzes, and communicates progress of programs. Prepare data for weekly review and monthly Operations Review;

o   Set up and Maintain the Operations SharePoint site;

o   Supports the implementation of events organized by Training Development;

o   Manage administrative tasks for the Operations;

o   Follow and complete tasks required by Training Manager.

     Customer Service:

o   Customer Issue Handling: Handle customer inquiries and complaints across all channels;

o   Customer Feedback Analysis: Analyze customer feedback, complaints trends, and service KPIs to identify root causes;

o   Service Improvement & Process Optimization: Propose service improvements, process enhancements, and policy adjustments to improve customer experience;

o   Cross-functional Collaboration: Collaborate with Operations, IT, Training, and related teams to resolve customer-impacting issues;

o   Reporting & Customer Experience Insights: Prepare periodic reports and provide insights to support management decision-making on customer experience.

CORE COMPETENCIES

•      Strong communication and problem-solving skills;
•      Strong sense of ownership and accountability for service outcomes;
•      Customer-centric mindset with high service standards;
•      Ability to work under pressure and manage multiple priorities;
•      Learning agility and strong analytical thinking.

KNOWLEDGE, SKILL & ABILITIES

•      Strong knowledge of customer service operations, service metrics, and operational systems;
•      Strong analytical skills with hands-on experience in data analysis and reporting;
•      Ability to handle complex customer cases independently and professionally;
•      Ability to identify service issues and improvement opportunities from data and customer feedback;
•      Proficiency in MS Office; Power BI or system experience is a strong plus.

PREFFERED QUALIFICATIONS

•      3-4 years’ experience in Customer Service or Operations;
•      Hands-on experience in handling complex customer cases and working with service data;
•      Experience with CRM, ticketing systems, or operational platforms is a strong plus.