Job title: Field Operations Scheduler
Type of employment: Full-Time
Shift Schedule: Flexible Schedule (Availability during Eastern Time business hours plus evenings and weekends as needed)
We are seeking a highly organized, proactive, and results-driven Field Operations Scheduler to support the successful execution of mystery shopping programs across multiple markets. This role is responsible for recruiting and assigning mystery shoppers, ensuring assignments are completed accurately and on time, and proactively resolving scheduling challenges before they impact project delivery.
Unlike traditional appointment scheduling, this is a "pull scheduling" role that requires actively sourcing and engaging independent mystery shoppers for one-time assignments. The ideal candidate combines the persistence of a recruiter or telemarketer with the customer service skills needed to build strong relationships with a distributed field workforce.
About the Company:
The company is a leading provider of mystery shopping and customer experience research services. Through a nationwide network of independent shoppers, the organization helps businesses gain valuable insights into customer interactions, operational performance, and service quality.
The team operates in a fast-paced environment where communication, responsiveness, and execution are critical to delivering high-quality client results.
Objective of this role:
- Achieve 100% on-time completion of assigned mystery shopping missions
- Recruit and maintain a reliable network of mystery shoppers
- Ensure smooth scheduling and execution of field assignments
- Quickly resolve scheduling challenges, cancellations, and no-shows
- Maintain accurate project tracking and reporting
- Support operational scalability by efficiently managing a high volume of field assignments
Responsibilities:
Mystery Shopper Recruitment & Assignment
- Actively recruit mystery shoppers for one-time and recurring assignments
- Match shoppers to assignments based on location, availability, qualifications, and project requirements
- Build and maintain relationships with a distributed network of field contractors
- Continuously identify and engage new shoppers to support project needs
Field Operations Scheduling
- Manage scheduling and assignment of mystery shopping missions across multiple active projects
- Coordinate assignment confirmations, scheduling updates, and completion deadlines
- Ensure all shops are staffed and completed within required timelines
- Monitor assignment progress and proactively address potential delays
Project Launch & Route Creation
- Review new client projects and operational requirements
- Create routes and assignment plans for newly launched projects
- Ensure projects are set up accurately and ready for execution
- Coordinate project launches with internal stakeholders as needed
Follow-Up & Issue Resolution
- Follow up with shoppers before, during, and after assignments
- Troubleshoot scheduling issues, including no-shows, cancellations, delays, and replacements
- Quickly secure backup shoppers when coverage gaps arise
- Escalate critical issues while maintaining ownership of outcomes
Communication & Relationship Management
- Communicate consistently through email, Zoom, chat, phone, and other communication channels
- Maintain prompt response times to shopper inquiries and assignment requests
- Provide clear instructions, updates, and support throughout the assignment lifecycle
- Collaborate closely with operations and project teams to ensure successful execution
Tracking & Reporting
- Maintain accurate trackers for assignment status, deadlines, completion rates, and shopper activity
- Monitor project performance and identify risks to on-time completion
- Update internal systems and documentation consistently
- Ensure data accuracy across scheduling and reporting tools
Recruitment Marketing Support
- Post basic social media updates to support mystery shopper recruitment efforts
- Assist with attracting new shoppers to available assignments
- Support outreach initiatives that expand the shopper network
Required skills and qualifications:
- Experience in scheduling, dispatching, staffing, recruiting, field operations, or workforce coordination
- Experience recruiting contractors, gig workers, or managing distributed field teams
- Strong verbal and written communication skills
- Strong spreadsheet, tracker, and data management experience
- Ability to manage multiple priorities in a deadline-driven environment
- Strong follow-through and accountability
- Proactive, self-directed work style
- Excellent organization and prioritization skills
- Comfortable communicating via email, Zoom, chat, phone, and social media
- Ability to work flexible hours, including occasional evenings and weekends, to support shopper recruitment and assignment completion
- Strong customer service and relationship-building skills
Preferred skills and qualifications
- Experience in mystery shopping, field marketing, merchandising, staffing, dispatching, or gig workforce management
- Experience recruiting and engaging independent contractors
- Familiarity with ShopMetrics or similar workforce management platforms
- Experience in high-volume scheduling environments
- Background in sales, telemarketing, customer service, or recruiting
- Experience supporting project launches or operational coordination initiatives
Additional Information:
- This role supports a flexible work schedule and may require availability outside traditional business hours to connect with mystery shoppers who work full-time jobs.
- Mobile time tracking will be enabled to support flexible scheduling and after-hours responsiveness.