Senior Operations Analyst - Customer Rewards

NRG • Princeton, NJ

48d • $84,640 - $101,900

About The Position

The Senior Operations Analyst owns critical processes that support customer incentive, reward, gift card, mileage, charitable donation, and partner-award fulfillment. The role combines operational execution, customer issue resolution, vendor oversight, quality controls, reporting, and process improvement. The analyst is expected to work analytically and independently, make sound decisions with limited guidance, and manage time-sensitive work involving internal teams, outsourced resources, and external vendors.

The analyst identifies manual work that can be simplified or automated, translates business needs into practical solutions, and helps build scalable, well-controlled processes that improve accuracy, speed, and customer experience. The role also supports Salesforce development and configuration, maintains operational documentation and controls, and ensures processes comply with applicable regulations, contractual requirements, privacy expectations, internal policies, and control standards.

The work takes place in a fast-paced, high-volume operational environment with recurring deadlines and time-sensitive customer concerns. Hybrid or remote flexibility may be available based on location and business needs. Occasional extended hours and minimal travel may be required. Work is primarily sedentary at a desk using a computer and standard office technology.

Requirements

• Bachelor's degree in Business, Operations, Analytics, Information Systems, or a related field, or equivalent relevant experience.
• 3–7+ years of experience in operations, analytics, business analysis, customer issue resolution, vendor management, or a technical operations role.
• Advanced Excel skills, including data analysis, validation, reconciliation, and troubleshooting across large datasets.
• Experience managing complex, deadline-driven processes with multiple stakeholders and limited day-to-day direction.
• Demonstrated ability to identify inefficiencies and implement measurable process improvements, controls, or automation solutions.
• Experience documenting processes, requirements, decisions, testing results, and control evidence.
• Strong analytical, quantitative, and root-cause problem-solving skills.
• Ability to work independently, apply sound judgment, and make timely decisions with limited guidance.
• Self-motivation, accountability, and comfort taking ownership from issue identification through resolution.
• High attention to detail and a strong quality and controls mindset.
• Ability to balance recurring operational work, urgent customer issues, projects, and improvement initiatives.
• Ability to translate business problems into clear requirements and practical technical solutions.
• Clear, concise written and verbal communication with frontline teams, leaders, technical partners, and vendors.
• Ability to influence across teams, manage competing priorities, and escalate risks appropriately.
• Commitment to customer experience, regulatory compliance, data privacy, and accurate execution.

Nice To Haves

• Strong SQL skills and experience querying or validating data across relational databases.
• Experience with Power BI or similar reporting and visualization tools.
• Salesforce administration, development, workflow, or business-analysis experience.
• SAP experience, particularly researching transactions, payments, and exceptions.
• Experience supporting outsourced operations and monitoring vendor quality, productivity, and service-level performance.
• Experience working with external fulfillment, gift card, loyalty, mileage, or rewards partners.
• Energy or utility industry experience.
• Experience with AI-enabled tools, robotic process automation, workflow automation, or low-code solutions.

Responsibilities

• Own day-to-day execution and oversight of customer award fulfillment, including incentive validation, file preparation, reconciliation of internal data and vendor files, award reissues, and partner-related exceptions.
• Research and resolve complex customer concerns within established service levels and tight timelines, coordinating with Customer Care, escalation teams, vendors, and internal stakeholders.
• Monitor outsourced teams and external vendors for workload, timeliness, accuracy, and adherence to documented procedures.
• Perform and design quality and control processes, maintain evidence of key controls, identify defects or control gaps, and ensure corrective actions are completed.
• Develop and maintain operational reporting, dashboards, metrics, and leadership updates covering customer issues, award fulfillment, vendor performance, risks, and trends.
• Analyze data from multiple systems to validate award accuracy, detect exceptions, identify root causes, and recommend preventative solutions.
• Lead continuous improvement efforts, including reducing manual activity through AI-enabled solutions, workflow automation, system enhancements, and better use of data.
• Gather, document, and validate business requirements for process or system changes; partner with technical teams through development, testing, implementation, and post-launch monitoring.
• Support Salesforce development and configuration, including translating operational needs into user stories, testing changes, and improving case or workflow management.
• Create and maintain process documentation, control procedures, training materials, and knowledge resources for internal and outsourced teams.
• Manage recurring deadlines, certifications, reporting deliverables, and stakeholder communications with minimal oversight.
• Build productive relationships with award partners, fulfillment vendors, outsourced teams, Cybersecurity, IT, Regulatory, Customer Care, Finance, and other business partners.
• Ensure processes comply with applicable regulations, contractual requirements, privacy expectations, internal policies, and control standards, including appropriate handling of sensitive customer data.
• Communicate risks, dependencies, decisions, and recommended actions clearly to technical and non-technical stakeholders.
• Own workforce productivity tracking and reporting, support workload planning, and help teams transition work to the most effective support model.
• Provide backup coverage and perform other duties as needed to support Billing Operations and customer award programs.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Flexible spending accounts
• May be eligible for annual bonus, short- and long-term incentives, and program-specific awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior