Partner Operations Analyst

About the role: The Partner Operations Analyst is a foundational hire on our growing Partner Operations team, working directly alongside the Partner Operations Lead to scale how we monitor, measure, and hold our external partners accountable. This is an execution and data-focused role where you’ll:

• Monitor partner performance across tools, build and maintain scorecards and dashboards, investigate performance variances, and support dispute, credit, and escalation workflows to ensure accountability.

Key responsibilities include:

• Performance Monitoring & Analysis: Assess partner operational output against key metrics such as CSAT, escalation volumes, booking cancellations, and reimbursement/dispute workflows. Conduct deep-dive investigations into performance deviations and oversee adherence to SLAs.

• Dashboards & Scorecards: Develop and maintain partner scorecards and reporting tools for real-time and historical visibility into partner health, organized by provider tier and recurring friction points.

• Dispute & Escalation Support: Provide data, documentation, and analysis to reduce backlog and hold partners accountable through dispute, credit, and escalation workflows.

• Data Analytics & Recommendations: Use data analytics to identify trends and calculate the financial impact of disputes, credits, and escalated cases. Turn findings into evidence-based recommendations for the team and leadership.

• Cross-Functional Collaboration: Partner with Finance, Data, Supply, and Internal Ops teams to synchronize performance benchmarks and align with organizational objectives and end-user requirements.

About the team: Our Vertical Operations team is responsible for end-to-end vertical results, from establishing OKR policies to verifying performance. The Partner Operations team is the newest function within Operations, built to manage performance across external partners, starting with Travel and expanding to Earnings and PMMC partners.

What we’re looking for:

• 1-4 years of relevant work experience in operations, analytics, consulting, or at a startup.

• Strong investigative and analytical skills, with the ability to dig into raw data sets and customer interaction logs to find root causes.

• Excellent attention to detail and a track record of keeping reporting precise, current, and error-free.

• Comfort working with data assessment tools such as Excel, SQL, or dashboard/BI tools.

• Strong organizational and time management skills, with the ability to manage multiple recurring reporting cadences.

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

• Knowledge of customer service and dispute practices, preferably in the Fintech/Travel/memberships sector.

• A Bachelor's degree in Business, Economics, or a related field.

Bonus points for:

• Knowledge of industry-specific trends, problems, and regulations.

• Experience in data assessment tools such as Excel, SQL, or data visualization tools.