Current openings

The role

As a Program Operations Associate on our North America Customer Experience (NA-CX) team, you will keep our clients' recognition programs running smoothly every day. You will handle platform operations, data, reporting, and engagement campaigns behind the scenes, so our Customer Success Managers (CSMs) can focus on strategy and growth. You will work closely with CSMs, Implementation, Support, Solutions, and Product teams to carve solutions and address client asks.

What you will do

Run day-to-day program operations for a portfolio of North American accounts: user data updates, budget de-allocations and allocations, award approvals, service milestone runs, and platform configuration changes

Monitor recurring HRIS data feeds and batch jobs; investigate and resolve file errors before they reach the client

Build client-ready reports and dashboards on platform adoption, recognition activity, and redemptions; prepare data and insights for Quarterly Business Reviews

Plan and execute engagement campaigns (seasonal and themed recognition campaigns, new feature launches): client workbooks, badges, communication templates, and wrap-up reports

Draft client communications, admin guides, and FAQs

Triage client requests and tickets, resolve what you can, and route the rest with clear context

Track action items, renewals data, and account health signals for CSMs

Identify repetitive tasks and help automate them with tools like Power Automate, Excel, or AI assistants

Understand new features being built onto platform, how to activate any and demo them to the admins

What you bring

3 to 5 years in customer operations, program operations, client servicing, or a similar role, ideally at VC or a SaaS company

Strong Excel or Google Sheets skills: pivots, lookups, data cleanup, and basic charting

Clear, professional written English for client-facing emails and documents

Organized and reliable: you can context-switch easily, juggle many small tasks across accounts without dropping any

Curiosity about data and a habit of asking "why" when numbers look off

Willingness to work a shift with partial overlap with North American business hours

Nice to have

Experience with HR Tech, employee engagement, or R&R platforms

Exposure to Jira, Freshdesk or a CRM

Comfort using AI tools to speed up reporting and content creation

How we measure success

Operational requests completed accurately and within SLA

Data feed and batch issues caught and fixed before client escalation

On-time delivery of reports, QBR data, and campaign materials

CSM and client feedback on quality and responsiveness

Location and hours

Guwahati, India,

Shift: 4 pm – 1 am IST