Overview:
The role is primarily accountable for establishing and managing the operating discipline that allows Maya's CLV platforms and programs to run reliably at scale. This role owns the governance, controls, operating routines, and execution standards for recurring CLV activities across rewards, loyalty, personalization, campaign operations, partner operations, financial reconciliation, and customer or merchant issue resolution.
Working closely with Growth, Platform Management, Customer Intelligence, Product, Marketing, Finance, Legal, Compliance, Customer Support, and external partners, the CLV Operations Manager ensures that approved programs are launched, monitored, reconciled, and supported with clear ownership. The role separates business direction from operational execution by making sure repeatable activities are standardized, while high-risk activities such as production changes, customer-impacting fixes, financial validation, partner escalation, and process governance remain properly controlled.
What you will do:
- Operating model ownership: Define and manage the CLV operations model across campaign operations, platform administration, partner operations, financial reconciliation, customer support coordination, and day-to-day operating controls.
- Production governance: Own production governance for CLV operations, including final go-live readiness, live amendments, exception handling, issue resolution, risk controls, and business continuity routines.
- Program operations management: Manage operational support for loyalty, rewards, personalization, merchant-funded programs, partner-funded benefits, and related campaign or platform processes.
- Financial operations control: Oversee financial operations, including billing review, settlement validation, reconciliation routines, adjustment controls, and coordination with Finance or partner teams.
- Escalation ownership: Act as escalation owner for customer, merchant, vendor, platform, or internal stakeholder issues that require business judgment, operational authority, or cross-functional resolution.
- Process discipline and standardization: Establish SOPs, trackers, dashboards, escalation paths, approval routines, and control checklists to improve reliability and reduce dependency on individual knowledge.
- Vendor and platform governance: Manage vendor and platform governance, including issue prioritization, service follow-through, recurring reviews, and operational inputs into platform improvements.
- Continuous improvement leadership: Lead continuous improvement across operations by identifying automation opportunities, process gaps, recurring issues, control risks, and efficiency improvements.
What we are looking for:
- 5–7+ years of working experience in operations, product operations, campaign operations, business management, fintech operations, partner operations, or related roles
- Demonstrated experience managing recurring operational processes, production support, financial reconciliation, partner coordination, or customer-impacting issue resolution
- Strong understanding of operational governance, controls, escalation management, launch readiness, and business continuity requirements
- Experience coordinating with Product, Marketing, Finance, Legal, Compliance, Customer Support, vendors, and business stakeholders
- Ability to translate business requirements into operating processes, SOPs, trackers, dashboards, and control routines
- Analytical and structured problem-solving skills with experience managing issue logs, reconciliation files, operating dashboards, or status reports
- Strong communication, prioritization, stakeholder management, and follow-through skills
- College graduate. Preferably a degree in Business, Operations Management, Economics, Engineering, Technology, Finance, or related courses
