Job SummaryThe Senior Operations Analyst - Customer Awards owns critical processes that support customer incentive, reward, gift card, mileage, charitable donation, and partner-award fulfillment. This role combines operational execution, customer issue resolution, vendor oversight, quality controls, reporting, and process improvement. The successful candidate is highly analytical, self-motivated, comfortable making sound decisions with limited guidance, and able to manage time-sensitive work across internal teams, outsourced resources, and external vendors.
This analyst will also identify manual work that can be simplified or automated, translate business needs into practical solutions, and help build scalable, well-controlled processes that improve accuracy, speed, and the customer experience.
Essential Duties and Responsibilities- Own day-to-day execution and oversight of customer award fulfillment processes, including incentive validation, file preparation, reconciliation of internal data and vendor files, award reissues, and partner-related exceptions.
- Research and resolve complex customer concerns within established service levels and tight timelines, coordinating with Customer Care, escalation teams, vendors, and internal stakeholders through completion.
- Monitor work completed by outsourced teams and external vendors, including workload, timeliness, accuracy, and adherence to documented procedures.
- Perform and design quality and control processes, maintain evidence of key controls, identify defects or control gaps, and ensure corrective actions are completed.
- Develop and maintain operational reporting, dashboards, metrics, and leadership updates that provide visibility into customer issues, award fulfillment, vendor performance, risks, and trends.
- Analyze data from multiple systems to validate award accuracy, detect exceptions, identify root causes, and recommend preventative solutions.
- Lead continuous improvement efforts across the assigned scope, with emphasis on reducing manual activity through AI-enabled solutions, workflow automation, system enhancements, and better use of data.
- Gather, document, and validate business requirements for process or system changes; partner with technical teams through development, testing, implementation, and post-launch monitoring.
- Support Salesforce development and configuration efforts, including translating operational needs into user stories, testing changes, and improving case or workflow management.
- Create and maintain clear process documentation, control procedures, training materials, and knowledge resources for internal and outsourced teams.
- Manage recurring deadlines, certifications, reporting deliverables, and stakeholder communications with minimal oversight.
- Build productive relationships with award partners, fulfillment vendors, outsourced teams, Cybersecurity, IT, Regulatory, Customer Care, Finance, and other business partners.
- Ensure processes comply with applicable regulations, contractual requirements, privacy expectations, internal policies, and control standards, including appropriate handling of sensitive customer data.
- Communicate risks, dependencies, decisions, and recommended actions clearly to technical and non-technical stakeholders.
- Own workforce productivity tracking and reporting, support workload planning efforts, and help teams transition work to the most effective support model.
- Provide backup coverage and perform other duties as needed to support Billing Operations and customer award programs.
Minimum Requirements- Bachelor's degree in Business, Operations, Analytics, Information Systems, or a related field, or equivalent relevant experience.
- 3-7+ years of experience in operations, analytics, business analysis, customer issue resolution, vendor management, or a technical operations role.
- Advanced Excel skills, including data analysis, validation, reconciliation, and troubleshooting across large datasets.
- Experience managing complex, deadline-driven processes with multiple stakeholders and limited day-to-day direction.
- Demonstrated ability to identify inefficiencies and implement measurable process improvements, controls, or automation solutions.
- Experience documenting processes, requirements, decisions, testing results, and control evidence.
Preferred Qualifications- Strong SQL skills and experience querying or validating data across relational databases.
- Experience with Power BI or similar reporting and visualization tools.
- Salesforce administration, development, workflow, or business-analysis experience.
- SAP experience, particularly researching transactions, payments, and exceptions.
- Experience supporting outsourced operations and monitoring vendor quality, productivity, and service-level performance.
- Experience working with external fulfillment, gift card, loyalty, mileage, or rewards partners.
- Energy or utility industry experience.
- Experience with AI-enabled tools, robotic process automation, workflow automation, or low-code solutions.
Knowledge, Skills and Abilities- Strong analytical, quantitative, and root-cause problem-solving skills.
- Ability to work independently, apply sound judgment, and make timely decisions with limited guidance.
- Self-motivated, accountable, and comfortable taking ownership from issue identification through resolution.
- High attention to detail with a strong quality and controls mindset.
- Ability to balance recurring operational work, urgent customer issues, projects, and improvement initiatives.
- Ability to translate business problems into clear requirements and practical technical solutions.
- Clear, concise written and verbal communication with frontline teams, leaders, technical partners, and vendors.
- Ability to influence across teams, manage competing priorities, and escalate risks appropriately.
- Commitment to customer experience, regulatory compliance, data privacy, and accurate execution.
Working Conditions- Fast-paced, high-volume operational environment with recurring deadlines and time-sensitive customer concerns.
- Hybrid or remote work flexibility based on location and business needs.
- Occasional extended hours may be required to meet critical deadlines or resolve customer-impacting issues.
- Minimal travel may be required.
Physical RequirementsWork is primarily sedentary and performed at a desk using a computer and standard office technology.
The base salary range for this position is: $84,640 - $101,900* *The base salary range above represents the low and high end of the salary range for this position. Actual salaries will vary based on several factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees. Other rewards may include annual bonus, short- and long-term incentives, and program-specific awards. In addition the position may be eligible to participate in the benefits program which include, but are not limited to, medical, vision, dental, 401K, and flexible spending accounts.
