Commerce & Loyalty Operations Associate

ID.me•Mountain View, VA

12d•Onsite

About The Position

ID.me is seeking a detail-oriented and operationally driven Commerce & Loyalty Operations Associate to support the execution and growth of our commerce ecosystem. This role operates across affiliate partnerships, offer management, loyalty programs, merchandising, and member support—helping ensure that offers are launched accurately, partners are supported effectively, and the member experience remains seamless. You will serve as a central connector among Sales, Marketing, Product, Engineering, Fraud, Data, and Member Support. You will also use AI and workflow automation to improve processes, reduce manual work, and strengthen the quality and scalability of our commerce operations. This position is onsite 5 days a week and may be based in our Mountain View, California, or Tysons, Virginia, office.

Requirements

Bachelor’s degree or equivalent practical experience.
Minimum one year of experience in e-commerce operations, affiliate or partner marketing, catalog management, merchandising operations, loyalty programs, or a related operational role.
Experience managing a shared inbox, ticket queue, or centralized request channel.
Strong attention to detail and demonstrated ability to identify pricing, eligibility, tracking, or content errors.
Ability to manage recurring audits, checklists, and operational workflows with consistency and accuracy.
Clear and professional written communication skills, including experience corresponding with partners or customers.
Ability to learn and navigate affiliate networks, catalog platforms, and internal administrative tools.
Experience with, or the ability to quickly learn, systems such as Jira, Salesforce, and Snowflake.
Strong cross-functional coordination skills and the ability to move work forward across multiple teams.
Sound judgment when triaging requests, resolving routine issues, and escalating higher-risk decisions.
Interest in using AI and automation to improve operational quality, speed, and scalability.

Nice To Haves

Experience with affiliate marketing, cash back, loyalty programs, or e-commerce catalog operations.
Familiarity with FMTC or other affiliate-network and offer-management platforms.
Experience using AI or workflow-automation tools such as Claude, Cowork, Zapier, or similar platforms.
Familiarity with Shopify applications, Braze campaigns, or email tracking-link quality assurance.
Basic SQL or data-querying experience.
Previous experience supporting fraud, trust and safety, transaction investigations, or customer-service operations.

Responsibilities

Launch, update, and maintain store pages and offers across ID.me’s commerce and loyalty programs.
Review live offers for accuracy, including pricing, eligibility requirements, commissions, content, and tracking.
Manage Work Profile, gated, and cash back offers throughout their lifecycle.
Conduct recurring audits of offer status, partner activity, EBG updates, Shopify installations, and other operational data.
Identify and resolve discrepancies before they affect partners or members.
Manage the Affiliates inbox as a primary intake channel for partner requests and catalog growth opportunities.
Triage, respond to, route, and escalate requests to the appropriate stakeholders.
Reconcile affiliate-network and FMTC activations, deactivations, and commission changes within internal systems.
Partner with Sales and Account Executives to confirm offer eligibility, commission terms, and partnership status.
Maintain clear and timely communication with internal and external partners.
Generate and validate offer IDs, email tracking links, and other campaign requirements.
Coordinate homepage Hero Grid, carousel, Featured Listing, and other promotional placements.
Support the merchandising calendar and execute seasonal or partner-specific commerce events.
Collaborate with the Email and Marketing teams to ensure campaigns are configured and launched correctly.
Serve as the operational go-live coordinator for Work Profile Shop pages, offer activations, and deactivations.
Partner with Customer Onboarding teams to confirm launch requirements, timelines, and readiness.
Monitor post-launch performance and resolve operational issues in partnership with the appropriate teams.
Coordinate the intake and escalation of partner-reported fraud concerns.
Assist Member Support with transaction, purchase, and cash back investigations.
Work with Fraud, Trust & Safety, Data, and other teams to gather information and support timely resolution.
Identify recurring issues and recommend process or system improvements.
Use AI and workflow tools to streamline work across platforms such as Gmail, Jira, Salesforce, and Snowflake.
Identify repetitive or error-prone processes that can be standardized or automated.
Help improve the Shop Operations AI agent and automated quality-assurance workflows by providing subject-matter expertise.
Document workflows, maintain operating procedures, and develop repeatable checklists.
Evaluate automation outputs and apply human judgment when exceptions or escalations arise.
Act as the primary operational quality-assurance partner and bug reporter for commerce and storefront workflows.
Support user acceptance testing, product launches, and system enhancements with Engineering and the Shopping Graph team.
Coordinate reporting requests, system access needs, and operational dependencies with Data and IT.
Keep stakeholders informed of launch readiness, risks, issues, and required follow-up actions.

Benefits

Comprehensive medical, dental, vision
Health savings account
Flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts)
Basic and voluntary life and AD&D insurance
401(k) with company match
Parental leave
Unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays
Short and long-term disability insurance
Accident and critical illness insurance
Referral bonus policy
Employee assistance program
Pet insurance
Travel assistant program
Wellbeing and childcare discounts
Benefit advocates
Learning and development benefit