Senior Operations Analyst - Customer Rewards

Date:
Sep 22, 2026

Location:

Princeton, NJ, US, 08540

Company: NRG

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The Senior Operations Analyst - Customer Awards owns critical processes that support customer incentive, reward, gift card, mileage, charitable donation, and partner-award fulfillment. This role combines operational execution, customer issue resolution, vendor oversight, quality controls, reporting, and process improvement. The successful candidate is highly analytical, self-motivated, comfortable making sound decisions with limited guidance, and able to manage time-sensitive work across internal teams, outsourced resources, and external vendors.

This analyst will also identify manual work that can be simplified or automated, translate business needs into practical solutions, and help build scalable, well-controlled processes that improve accuracy, speed, and the customer experience.

• Own day-to-day execution and oversight of customer award fulfillment processes, 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 through completion.
• Monitor work completed by outsourced teams and external vendors, including 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 that provide visibility into 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 across the assigned scope, with emphasis on 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 efforts, including translating operational needs into user stories, testing changes, and improving case or workflow management.
• Create and maintain clear 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 efforts, 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.

• 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…