[Hiring] Partner Operations Specialist @Super.com

Role Description

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:

• Monitor partner performance across tools.
• Build and maintain scorecards and dashboards.
• Investigate performance variances.
• 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.

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.

Qualifications

• 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.

Benefits

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best.
• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel.
• Family-Friendly Benefits: 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.