Overview:
The role is primarily accountable for supporting the recurring operational activities needed to keep CLV programs, rewards, loyalty, personalization, partner-funded benefits, campaign operations, and customer or merchant support processes running smoothly. This role provides structured execution support, documentation, tracking, investigation, and coordination for day-to-day CLV operations.
This role helps build a reliable and scalable operating model by ensuring repeatable work is executed consistently, documented clearly, and coordinated across the right stakeholders. The role provides day-to-day operational support by maintaining visibility on ongoing activities, preparing validation files, updating trackers, documenting issues, and following through on routine execution, while sensitive approvals, financial accountability, customer-impacting decisions, and production governance remain with the appropriate accountable owners.
What you will do:
- Operational execution enablement: Provide structured support for recurring CLV activities by translating approved plans into organized workback trackers, launch readiness inputs, operating documentation, and follow-through routines that help the team execute reliably and on time.
- Operational visibility and control: Maintain clear visibility across ongoing work, issues, partner follow-ups, reconciliation inputs, and recurring dashboards so accountable owners can identify risks, prioritize decisions, and manage dependencies faster.
- Financial and partner operations support: Prepare the supporting inputs needed for billing reviews, settlements, adjustments, reward corrections, and partner-facing commitments, improving the quality of handoffs to Finance, partners, and business owners.
- Issue resolution coordination: Support the intake, investigation, documentation, and follow-through of customer, merchant, vendor, or platform issues, helping reduce resolution delays while ensuring exceptions are escalated to the right decision owners.
- Platform and program administration support: Help maintain the operational backbone for rewards, loyalty, personalization, offers, and partner-funded benefits by keeping approved activities properly tracked, documented, and supported through their lifecycle.
- Process discipline and continuity: Document repeatable operating routines, known issues, handover notes, and control checklists so the team reduces dependency on individual memory and builds a more scalable way of working.
- Risk and escalation discipline: Identify exceptions, sensitive actions, customer-impacting concerns, financial risks, and production issues early, then route them clearly to the CLV Operations Manager or appropriate accountable owner for decision and approval.
What we are looking for:
- 1–4 years of working experience in operations, business support, campaign operations, product operations, partner operations, customer support operations, or related roles
- Experience maintaining trackers, preparing reports, coordinating stakeholders, supporting campaigns, documenting processes, or handling operational follow-through
- Strong organizational skills with the ability to manage recurring work, issue logs, files, deadlines, dependencies, and stakeholder updates
- Analytical and detail-oriented mindset with experience performing file checks, reconciliation support, performance reporting, or issue investigation
- Ability to follow SOPs, document processes clearly, identify exceptions, and escalate issues appropriately
- Familiarity with rewards, loyalty, campaigns, customer support operations, fintech operations, or platform administration is preferred
- Strong communication, follow-through, ownership, and stakeholder coordination skills
- College graduate. Preferably a degree in Business, Operations Management, Economics, Finance, Technology, Engineering, or related courses
