Senior Operations Optimization & Control Analyst

1. 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

1. Operational Analytics & Monitoring

• Monitor member transactions (earn or redemption) across channels and partners.
• Identify discrepancies, suspicious patterns, or campaign configuration issues through data.
• Develop dashboards and tracking tools for key Ops metrics (e.g., SLA, fulfillment, points accrual or redemption accuracy, fraud alerts).

2. 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.

3. Member Services Support

• Analyze member complaints (e.g., missing points, reward delays, referral issues) using system and transaction logs.
• Provide  resolution support to the Customer Service team.
• Build dashboards and tools to help frontline agents self-check member issues.

4. 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.

5. 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.

6.  Data Tools & Dashboards

• Create and maintain BI dashboards for operational monitoring, member case trends, and campaign performance.
• Develop logs and alerts for failed jobs, unprocessed transactions, and SLA breaches.

7. Process Improvement & Reporting

• Analyze ticket volume, contact reasons, and resolution time to identify systemic issues.
• Recommend automation or workflow improvements based on complaint trends and data insights.
• Assist in SOP development through data validation and pain point tracking.

1. Yêu cầu bắt buộc/ Required Qualifications:

• 3+ years of experience in Data Analytics, preferably in eCommerce, Loyalty, or Fintech.
• Strong SQL skills and experience working with modern data warehouses (e.g., Snowflake, S3, Redshift).
• Proven experience working with BI tools such as Metabase, Power BI.
• Strong understanding of loyalty programs, member lifecycle, and campaign logic.
• Strong data visualization and storytelling skills.
• Excellent problem-solving and communication skills – able to work with both technical and non-technical stakeholders.

2. Ưu tiên/ Nice to Have:

• Exposure to fraud analytics, partner reconciliation, or CRM tools.
• Hands-on experience with Python or R for data analysis or automation.
• Leadership or mentoring experience is a plus.