Partner Operations Specialist

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Evaluate partner operational performance against established key metrics

• Perform in-depth analyses of performance discrepancies

• Manage adherence to service level agreements (SLAs) concerning CSAT, escalation volumes, booking cancellations, and reimbursement/dispute processes

• Create and sustain partner scorecards and reporting instruments

• Offer both real-time and historical insights into partner health categorized by provider tier and recurring friction points

• Assist in dispute, credit, and escalation workflows by providing data, documentation, and analysis

• Detect trends and assess the financial implications of disputes, credits, and escalated cases

• Transform findings into data-driven recommendations for the team and leadership

• Collaborate with Finance, Data, Supply, and Internal Operations teams

• Contribute to the development of reporting infrastructure that promotes measurable and enforceable partner accountability

⛳️ Requirements

• 1-4 years of pertinent experience in operations, analytics, consulting, or within a startup environment

• Strong investigative and analytical capabilities

• Proficient in analyzing raw data sets and customer interaction logs to uncover root causes

• Exceptional attention to detail

• Proven history of maintaining accurate, up-to-date, and error-free reporting

• Familiarity with Excel, SQL, or dashboard/BI tools

• Strong organizational and time management abilities

• Capacity to manage multiple recurring reporting schedules

• Ability to work collaboratively with cross-functional teams, including Finance, Supply, and Product

• Understanding of customer service and dispute resolution practices, ideally within the Fintech/Travel/memberships sectors

• Bachelor's degree in Business, Economics, or a closely related discipline

• Awareness of industry-specific trends, challenges, and regulations is advantageous

• Experience with Excel, SQL, or data visualization tools is a plus

• Must possess citizenship, a valid open work permit, open work visa, or permanent residency that permits work for any employer in Canada or the US for a minimum of the next 12 months

• Must disclose whether work sponsorship in the US or Canada is currently or will be required

🏝️ Benefits

• Work remotely from anywhere in the world with flexible hours

• Unlimited paid time off (PTO)

• Company-wide recharge days

• Annual team off-site events

• Weekly UberEats credits

• Travel discounts on SuperTravel

• Generous parental leave policies

• Flexible return-to-work arrangements

• Equity options available

• Comprehensive benefits starting from day one

• Wellness budgets

• Personal development funds

• Team-level learning resources