Job Title: Field Operations Scheduler
Type of Employment: Full-Time
Shift Schedule: Flexible Schedule (Availability during ET business hours, plus evenings/weekends as needed)
High-Level Summary
We are seeking an organized, proactive Field Operations Scheduler to drive the success of our mystery shopping programs across multiple markets. In this role, you will recruit and assign independent mystery shoppers, ensure on-time mission completion, and resolve scheduling hurdles. Unlike traditional scheduling, this is a pull scheduling role requiring active recruiting and telemarketing-style persistence to engage a distributed, on-demand field workforce.
About the Company
We are a leading provider of mystery shopping and customer experience research. Through a nationwide network of independent shoppers, we help brands gain critical insights into operational performance and service quality. We operate in a fast-paced environment where speed, clear communication, and flawless execution are paramount.
Objectives of this Role
- Achieve 100% on-time completion of assigned mystery shopping missions.
- Recruit, engage, and maintain a highly reliable network of independent shoppers.
- Swiftly resolve scheduling challenges, cancellations, and no-shows.
- Maintain flawless project tracking and reporting to support operational scaling.
Responsibilities
- Recruitment & Assignment: Sourced, match, and assign shoppers to missions based on location, qualifications, and deadlines.
- Operations Scheduling: Manage a high volume of assignments across multiple active projects; monitor progress to prevent delays.
- Project Launch & Route Planning: Review new client projects, map out optimized assignment routes, and coordinate seamless launches.
- Follow-Up & Issue Resolution: Troubleshoot cancellations and no-shows by quickly securing backup coverage; escalate critical gaps.
- Communication: Maintain rapid response times with shoppers via email, Zoom, phone, and chat, providing clear project guidance.
- Tracking & Reporting: Update internal systems and tracking sheets daily to ensure accurate data on project completion rates.
- Recruitment Marketing: Post basic social media updates and outreach campaigns to attract new shoppers to the network.
Required Skills and Qualifications
- Experience in staffing, recruiting, dispatching, field operations, or workforce coordination.
- Proven track record of managing independent contractors, gig workers, or distributed field teams.
- Strong spreadsheet, tracker, and data management skills.
- Excellent communication and relationship-building skills across multiple digital channels.
- High accountability and a proactive, self-directed work style in deadline-driven environments.
- Flexibility to work non-traditional hours (evenings/weekends) to connect with part-time shoppers.
Preferred Skills and Qualifications
- Background in mystery shopping, field marketing, merchandising, or high-volume dispatching.
- Familiarity with ShopMetrics or similar workforce management platforms.
- Experience in sales, telemarketing, or high-volume customer service.
- Experience supporting project launches or strategic operational planning.
Additional Information
This role requires a flexible schedule to engage shoppers who work traditional daytime jobs. Mobile time tracking will be utilized to support this flexible, responsive schedule.
