Easyrewardz - Lead - Reward Operations - Customer Support Operations

Job Title: Lead - Rewards Operations

Department: Rewards / Loyalty Operations

Preferred Industry: Travel/ Rewards/Loyalty

Location: Gurgaon

Job Summary:

We are seeking an experienced and proactive professional to join our team as a Lead - Rewards Operations. The ideal candidate will be responsible for overseeing the end-to-end management of customer complaints and escalations related to reward programs.

Customer Complaints Management:

- Own and manage the resolution of complex customer complaints related to rewards programs across multiple channels (email, voice, tickets, etc.).

- Ensure complaints are handled in a timely, empathetic, and compliant manner, meeting SLAs.

- Maintain detailed complaint records and documentation for internal audits and compliance reporting.

Escalation Handling:

- Act as the point of contact for high-level escalations from customer service, client management, or external stakeholders.

- Collaborate with cross-functional teams (IT, product, rewards, account management) to drive prompt resolution.

- Analyze escalation trends and recommend strategies to reduce recurrence.

Issue Identification & Resolution:

- Proactively monitor operations for anomalies or recurring issues in rewards accrual, redemption, and fulfillment processes.

- Lead root cause analysis (RCA) for operational failures and design corrective and preventive actions (CAPA).

Stakeholder Communication & Reporting:

- Prepare and deliver regular updates to management on key issues, trends, and resolutions.

- Provide actionable insights through reports and dashboards that highlight performance metrics, issue volumes, and resolution effectiveness.

- Ensure timely updates to clients and partners regarding any issues, delays, or changes impacting reward operations.

Client Updates & Relationship Management:

- Act as the operational point of contact for clients concerning reward program issues.

- Manage regular business review meetings (BRMs) and operational calls with clients to discuss ongoing issues, SLAs, and improvements.

Required Skills and Qualifications:

- Degree in Business, Operations, or a related field. Master's degree preferred.

- 5+ years of experience in rewards/loyalty program operations, customer service management, or escalation handling.

- Strong analytical skills and experience with issue tracking systems and CRM platforms (e.g., Salesforce, Zendesk, JIRA).