FLEX Senior Manager, Program Operations

JOB SUMMARY

The Senior Manager, Program Operations will play a pivotal role in defining and delivering loyalty replatforming strategy supporting the current program while also anticipating and adapting to the evolving needs of the future - ensuring long-term sustainability and innovation. The role will focus on loyalty earn and stay, redeem and reimbursement functions as well as designing daily processes to support the program. This role will be responsible for documenting program changes, maintaining integrity of program policies and managing all internal documentation including program guides, operating processes and act as subject matter expert for learning workstream.

CANDIDATE PROFILE

• Education and Experience:
  • 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major AND 5+ years’ experience in the hospitality industry, demonstrating progressive career growth and a pattern of exceptional performance or equivalent experience.
  • Strong project management skills with a proven track record of delivering complex projects on time
  • Ability to pressure test processes and ensure robust, efficient operations.
• Preferred:
  • Proven experience in loyalty program management and competitive landscape.
  • Demonstrated success in leading large-scale transformations and change management.
  • Ability to deliver results in fast-paced, consumer-focused environments.

CORE WORK ACTIVITIES

• Refine and prioritize business requirements, including initiative and epic reviews.
• Optimize processes to solve key business user pain points.
• Gain alignment among functional stakeholders, senior management, and owner/franchise community for key decisions impacting their stakeholders.
• Consult with marketing on promotions BRM to ensure compliance with stay processing guidelines.
• Conduct competitive benchmarking to align replatforming activities with market trends.
• Collaborate with non-core lodging earn workstreams for prioritization and BRM refinement.
• Ensure GT and vendor solutions accommodate business needs.
• Engage non-Loyalty disciplines to review and adjust vendor solutions.
• Collaborate with necessary disciplines to support activation of Core Loyalty Management
• Partner with the core team for day-to-day effort management, risk mitigation, and reporting.
• Utilize standardized processes, tools, and methods for product and program management.