Program Operations Manager

What can you tell your friends when they ask what you do?

The Program Operations Head plays a pivotal role in ensuring the seamless execution, governance, and optimization of the Go Rewards loyalty program. This role will oversee the operational backbone of the program, from partner onboarding and systems integration to data accuracy, compliance, and ongoing partner support. They will be responsible for upholding program standards, managing documentation and business rules, and ensuring all operational processes align with Go Rewards' Terms and Conditions, Privacy Policy, and partner agreements. The role will also collaborate closely with finance, IT, data, and partner teams to ensure accuracy in reporting, system performance, and overall program integrity.

Responsibilities – How will you do this?

Program & Policy Governance

• Ensure all Go Rewards operations adhere to established business rules, terms and conditions, and privacy policies.
• Maintain operational compliance with internal controls, audit requirements, and external partner obligations.
• Oversee documentation, registration, and compliance requirements with governing bodies and third-party auditors.

Partner Onboarding & Management

• Lead the end-to-end partner onboarding process, including coordination of requirements, finance portal setup, and store-level integration.
• Maintain a centralized partner directory and masterlist, ensuring data accuracy and completeness.
• Oversee setup of Store Value Accounts (SVA), loyalty IDs, and card management procedures.
• Collaborate with internal and external teams to resolve partner issues and ensure smooth operational rollout.

System & Platform Operations

• Manage and coordinate with technology teams supporting loyalty systems (Storeline POS, Azure, APIM, DPS, dashboards).
• Lead testing, validation, and deployment activities including the use of production test cards for training and quality assurance.
• Monitor and troubleshoot system performance to ensure accuracy of transactions and reports.

Data & Reporting Management

• Oversee data cleanup initiatives and ongoing data integrity management for Go Rewards transactions.
• Support the development of dashboards and reporting tools to monitor program KPIs, partner performance, and member activity.
• Ensure timely submission and accuracy of reports across stakeholders (HQ, RRHI, finance, partners).

Operational Excellence & Support

• Supervise HQ Loyalty Support functions, ensuring efficient response to partner and store-level concerns.
• Drive initiatives to optimize operational workflows and reduce breakage while maintaining customer satisfaction.
• Develop and document operational processes, SOPs, and knowledge resources to ensure business continuity.

To be successful, you'll need

• 7+ years of experience in product management, loyalty programs, fintech, e-commerce, or digital marketing
• Strategic mindset, ability to define a long-term vision, break it down into actionable plans, and execute successfully.
• Data-driven mindset, with the ability to analyze partnership performance and derive actionable insights.
• Customer-Centric approach, has a deep understanding of customer behavior and loyalty engagement strategies
• Excellent communication and stakeholder management skills, capable of collaborating effectively across teams and with senior executives.
• Ability to work in a fast-paced, results-oriented environment with a proactive and strategic approach to problem-solving.
• Knowledge of loyalty programs, digital marketing, and customer engagement strategies is a plus.
• A demonstrated track record of driving process improvements and operationalizing partnership strategies.
• Be an Ideal Team Player
• You are HUNGRY with biases towards action and a mindset to continuously learn and improve
• You are HUMBLE, yet love to succeed, especially as a team
• You are SMART, and not just book smart, but emotionally intelligent which enables you to have a great read and relation with people

About Data Analytics Ventures Inc. (DAVI)

Data Analytics Ventures, Inc. (DAVI) is the Gokongwei Group's loyalty and data analytics company. Aside from managing Go Rewards, the loyalty program of the Gokongwei Group which includes Cebu Pacific and Robinsons Retail Holdings, DAVI also plays a pivotal role in driving consumer insights through data science. This combination enables DAVI to create a loyalty program that delivers on rewarding experiences and harnessing data to fuel business growth.

At DAVI, data is the key to identifying customer patterns and insights. More than just crunching numbers amidst evolving market landscapes, the company aims for meaningful engagement and sustainable growth that will accelerate discovery and action for businesses.

DAVI helps businesses get a deeper understanding of their brand and category performance. The company's insights help businesses to determine growth drivers and opportunities, improve decisions and calibrate business objectives and actions.

DAVI advocates a culture of excellence and teamwork. Everyone is expected to be the very best at what they do and serve as mentors to their colleagues. We believe in building a trusted environment that encourages open dialogue and constructive conflict, where individuals are humble and hungry to learn from each other. We expect excellence of ourselves and others and together, we make excellence contagious.

DAVI offers its employees the chance to be part of the wave of the future as the data industry continues to evolve rapidly. They are empowered to chart the trajectory of their career and have access to programs that help them continuously upskill. As such, the company seeks people who are passionate about uncovering the value and opportunities behind data.