Program Operations Head - Mandaluyong

Job summary

The Program Operations Head plays a pivotal role in ensuring the seamless execution, governance, and optimization of the Go Rewards loyalty program.

Responsibilities

• Ensure all Go Rewards operations adhere to established business rules, terms and conditions, and privacy policies.
• Maintain operational compliance with internal controls, audit requirements, and external partner obligations.
• Oversee documentation, registration, and compliance requirements with governing bodies and third-party auditors.
• Lead the end-to-end partner onboarding process, including coordination of requirements, finance portal setup, and store-level integration.
• Maintain a centralized partner directory and masterlist, ensuring data accuracy and completeness.
• Oversee setup of Store Value Accounts (SVA), loyalty IDs, and card management procedures.
• Collaborate with internal and external teams to resolve partner issues and ensure smooth operational rollout.
• Manage and coordinate with technology teams supporting loyalty systems (Storeline POS, Azure, APIM, DPS, dashboards).
• Lead testing, validation, and deployment activities including the use of production test cards for training and quality assurance.
• Monitor and troubleshoot system performance to ensure accuracy of transactions and reports.
• Oversee data cleanup initiatives and ongoing data integrity management for Go Rewards transactions.
• Support the development of dashboards and reporting tools to monitor program KPIs, partner performance, and member activity.
• Ensure timely submission and accuracy of reports across stakeholders (HQ, RRHI, finance, partners).
• Supervise HQ Loyalty Support functions, ensuring efficient response to partner and store-level concerns.
• Drive initiatives to optimize operational workflows and reduce breakage while maintaining customer satisfaction.
• Develop and document operational processes, SOPs, and knowledge resources to ensure business continuity.

Paglalarawan ng trabaho