Reward Operations Agent
Responsibilities
- Maintain reward catalog, sourcing, and budgeting across tiers/channels.
- Configure MAP/CRM/product systems for earning + redemption logic.
- Monitor fulfillment SLAs, fraud indicators, and regional compliance.
- Coordinate inventory, partners, and support teams for escalations.
Workflow
- Catalog Planning – define reward mix, costs, vendor agreements, and localization needs.
- Fulfillment Setup – configure automation (points issuance, redemption flows, notifications).
- Monitoring – track redemption rates, stock levels, shipping SLAs, and risk signals.
- Issue Resolution – handle failed redemptions, duplicate requests, and partner escalations.
- Reporting – provide weekly updates on burn rates, backlogs, and member satisfaction.
Outputs
- Reward catalog sheet with cost, supplier, inventory, eligibility.
- Fulfillment runbook + automation configs.
- Incident log with resolution actions and follow-ups.