Partner Operations Specialist

Who you are

• 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
• Bachelor's degree in Business, Economics, or a related field
• Knowledge of industry-specific trends, problems, and regulations
• Experience in data assessment tools such as Excel, SQL, or data visualization tools

What the job involves

• 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 – you’ll monitor partner performance across tools, build and maintain scorecards and dashboards, investigate performance variances, and support the dispute, credit, and escalation workflows that keep our partners accountable
• We are searching for someone who possesses a perfect blend of investigative prowess, detail orientation, and ownership
• Our Vertical Operations team is the face of Operations to each vertical of business
• They are responsible for end to end vertical results; from establishing OKB policy to verifying performance
• The Vertical Ops team defines the service requirements and establishes SLAs for each business
• Our data-driven approach continuously improves operations through oversight and optimization
• Our team is devoted to upholding service quality while reducing costs and driving innovation
• Our Partner Operations team is the newest function within Operations, built to manage performance across our external partners – starting with Travel, and expanding to Earnings and PMMC partners over time
• The team defines service expectations, tracks SLAs, and holds partners accountable through data, not anecdote
• As the function grows from a single lead into a full team, this role will be foundational to building the reporting infrastructure that makes partner accountability measurable and enforceable
• Performance Monitoring & Analysis: Assess partner operational output against key metrics, conduct deep-dive investigations into performance deviations, and oversee SLA adherence across CSAT, escalation volumes, booking cancellations, and reimbursement/dispute workflows
• Dashboards & Scorecards: Build and maintain partner scorecards and reporting tools that give the team real-time and historical visibility into partner health, organized by provider tier and recurring friction points
• Dispute & Escalation Support: Support dispute, credit, and escalation workflows with the data, documentation, and analysis needed to reduce backlog and hold partners accountable
• Data Analytics & Recommendations: Proactively use data analytics to identify trends and calculate the financial impact of disputes, credits, and escalated cases, turning 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 stay aligned with organizational objectives and end-user requirements

Benefits

• Competitive base salary
• Yearly learning & development allowance
• Bi-annual performance & compensation reviews
• Generous equity options
• RRSP & 401k employee contribution plan
• Health, dental, & vision insurance on day one
• Parental leave programs
• Wellness reimbursement
• Supplemental Life Insurance
• Unlimited PTO (yes, really!)
• Recharge days throughout the year
• Permanent remote flexibility
• Work-from-home allowance
• Office in Toronto