The posting
ABOUT SUPER.COM http://Super.com
We started Super.com http://Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com http://Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.
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 – 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.
ABOUT THE TEAM
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.
WHAT YOU’LL BE WORKING ON:
- 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.
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.
- 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.
WE’VE GOT YOU COVERED:
At Super.com http://Super.com, we believe in supporting our team so they can thrive—both at work and in life.
- Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
- Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
- Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
- Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
- Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one.
- Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.
At Super.com http://Super.com, we are proud to leverage cutting-edge artificial intelligence (AI) technology to make our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent efficiently while promoting fairness and consistency for every applicant.
Super.com http://Super.com is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify your Talent Acquisition Partner.
