Job Description:
We are seeking a detail- oriented and analytical Senior Operations Optimization & Control Analyst to strengthen governance, accuracy, and operational performance across our loyalty program operations. This role will work closely with the Partner Services, Member Services, and Fraud teams to provide data- driven insights, support configuration & transaction performance analysis, identify anomalies in point transactions, and streamline performance monitoring. This role will play a key role in identifying execution gaps, scale operational efficiency, resolve transactional issues, and improve member experience across all loyalty touchpoints.
Key Responsibilities
Operational Analytics & Monitoring
Monitor member transactions (earn or redemption) across channels and partners.
Develop dashboards and tracking tools for key Ops metrics (e.g., SLA, fulfillment, points accrual or redemption accuracy, fraud alerts).
Identify discrepancies, suspicious patterns, or campaign configuration issues through data.
Configuration & Transaction Performance Analysis
Analyze the accuracy and effectiveness of system configurations and transaction processing, including earn or burn logic, member tier benefits, and reward fulfillment.
Identify discrepancies or delays in rule setup, system processing, or reward fulfillment, and provide insights to improve operational accuracy and efficiency.
Assist in UAT by validating test cases with data checks.
Member Services Support
Provide resolution support to the Customer Service team.
Build dashboards and tools to help frontline agents self- check member issues.
Analyze member complaints (e.g., missing points, reward delays, referral issues) using system and transaction logs.
Partner & Transaction Reconciliation
Reconcile transactions with partners to ensure data accuracy and prevent billing disputes.
Support Ops with periodic reporting on partner transactions, budget usage, and discrepancies.
Fraud & Risk Alerting
Support the Fraud team in identifying suspicious behaviors (e.g., excessive redemptions, pattern anomalies).
Contribute to fraud rules validation and alert refinement using data patterns.
Data Tools & Dashboards
Develop logs and alerts for failed jobs, unprocessed transactions, and SLA breaches.
Create and maintain BI dashboards for operational monitoring, member case trends, and campaign performance.
Process Improvement & Reporting
Recommend automation or workflow improvements based on complaint trends and data insights.
Analyze ticket volume, contact reasons, and resolution time to identify systemic issues.
Assist in SOP development through data validation and pain point tracking.
