Loyalty Operations Specialist

Responsible for ensuring and improving the performance, productivity, efficiencies, and profitability of departmental and organizational operations through provision of effective methods and strategies. Reviews and designs client initiated Loyalty Strategies and Programs. Analyzes and evaluates client initiated changes to existing Loyalty systems to enhance or develop from a business perspective. Conducts problem analyses and submits recommendations for solutions while following methodology, policies and procedures. Assists in the development of the Operational Road Map for Core Releases to strengthen and make the platform strong and a competitive leader in the industry without compromising the integrity of the system or the company. Generate a central source for knowledge and operation intelligence relating to Loyalty products in order to assist in improving our operations processes.

MAIN JOB TASKS AND RESPONSIBILITIES

• Define operational standards, goals and deliverables that support business goals
• Set and maintain productivity and quality standard
• Effectively communicate expectations to team members and stakeholders in a timely and clear fashion
• Liaise with project stakeholders and project managers on an ongoing basis
• Set and continually manage operational expectations with team members and other stakeholders
• Creating work order requests
• Test Users Account Creation in UAT/Prod Test Site (KITD)
• Customer Service Assistance (i.e. Missing Pts, Bonus, Trophies, Members from Events, Duplication, Event Loading, Monitoring, Post Follow Up, Tracking, Spreadsheets, Reporting)
• Sev1 Support & Response Team
• Alchemy System Admin & Trainer/Educator as necessary
• JIRA System Admin for Customer Service
• Fulfillment Assistance as necessary
• Batch file Monitoring – Fitlinxx Daily Files
• SEN End User Prep and Training on all new S Build Functionality (Reports, Acct Tool)
• Monitoring and updating Mantis Tickets (KITD’s Ticketing System)
• Delegate tasks and responsibilities to appropriate personnel
• Identify and resolve issues and conflicts within the operations team
• Identify and manage tasks dependencies and critical path
• Coordinate with project managers to plan and schedule project timelines and milestones using appropriate tools
• Supervise operational milestones and deliverables
• Develop and deliver progress reports, proposals, requirements documentation, and presentations when necessary
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas
• Proactively manage changes in operational scope, identify potential crises, and devise contingency plans
• Build, develop, and grow any business relationships vital to the operational success of our business
• Assist with quality assurance and the creation of test cases including sign off when necessary
• Deployment Management Assistance
• Participate in all project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements
• Develop best practices and tools for operational execution and management
• Knowledge of issue tracking system JIRA
• Use standard best practices to plan, deliver, and manage any system/program defect/issue for our Clients
• Provide thought leadership in the work required to establish JIRA management best practices within the internal and external customers
• Create detailed Tracking ticket that guides the activities of the joint business & IT team; creates aligned view of the work & timing
• Provide leadership and expertise that establishes credibility with business partners
• Engage appropriate resources to support operational changes
• Understand the business requirements and drivers of the operational needs

EDUCATION AND EXPERIENCE

• College degree and two or more years of professional experience in appropriate Line of Business
• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Reacts to operational adjustments and alterations promptly and efficiently
• Flexible during times of change
• Persuasive, encouraging, and motivating
• Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments
• Ability to defuse tension among team, should it arise
• Ability to bring operation stability to our day to day processes
• Strong written and oral communication skills
• Strong interpersonal skills
• Adept at conducting research into operational-related issues and products
• Must be able to learn, understand, and apply new technologies
• Customer service skills an asset
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial
• QA testing (unit testing and test cases)
• Strong computer skills, proficiency in using MS Office software and Internet research tools (Excel, Microsoft Project, PowerPoint, Word, etc.)
• Ability to multi-task and meet deadlines (service level agreements)
• Detail and task oriented
• Good analytical and problem solving skills