Join a fast-paced team that helps shape the future of rewards and customer value. You will drive innovation, strengthen controls, and improve how teams deliver consistent experiences at scale.
As a Vice President Rewards Operations Enablement in Rewards Operations and Partner Benefits, you will lead day-to-day operational enablement and control execution across rewards redemption channels. You will partner with risk, analytics, product, technology, security, and customer service teams to detect abuse patterns, reduce losses, and improve reliability through playbooks, training, and governance routines.
Job responsibilities
- Drive operational performance across rewards redemption channels by defining standards, routines, and continuous improvement actions
- Centralize monitoring and operational response for fraud and rewards misuse, including detection, escalation, remediation coordination, and control enhancement
- Partner with analytics and risk teams to quantify abuse behaviors and translate insights into controls, thresholds, policies, and operating plays
- Coordinate mitigation plans with security and customer service teams to prevent and respond to incidents, including post-incident reviews with documented actions
- Operationalize program policies through procedures, training, tooling adoption, and clear decision frameworks for frontline and back-office teams
- Embed controls into customer journeys, redemption experiences, and customer service workflows by partnering with product and technology teams
- Assess industry practices and benchmark controls against peer rewards programs, recommending enhancements that protect customers and the experience
- Run governance routines including control reviews, reporting, escalation paths, issue tracking, and stakeholder updates for senior leaders
- Deliver enablement through documentation, playbooks, training materials, and change management to drive consistent execution
Required qualifications, capabilities, and skills
- 6+ years of experience in complex operations and/or fraud and risk programs within loyalty, payments, financial services, or an adjacent domain
- Demonstrated ability to improve multi-channel operational performance across quality, controls, efficiency, and scalability
- Experience partnering with risk, analytics, and security teams to detect abuse patterns and implement effective preventive and detective controls
- Working knowledge of fraud monitoring and rewards misuse management, including alerting, case workflows, escalation, and loss mitigation
- Experience translating policy into execution through governance routines, procedures, playbooks, training, and customer service enablement
- Demonstrated ability to influence cross-functional partners across product, technology, operations, and customer service teams
- Strong analytical mindset with the ability to support incident response and drive change across senior stakeholders
- Bachelor’s degree in Business, Finance, or a related field (or equivalent experience)
Preferred qualifications, capabilities, and skills
- Experience in credit cards and/or loyalty programs with accountability for operational performance, control outcomes, and customer experience metrics
- People leadership experience and/or leadership of cross-functional workstreams in a matrixed environment
- Strong executive-ready writing, presentations, and stakeholder management across operations, product, technology, risk, and customer service
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.
