Senior Operations Analyst – Customer Rewards & Fulfillment – Remote, USA – Driving Process Excellence & Data‑Driven Automation

About brighthush

brighthush is a forward‑thinking energy and technology company that is redefining how people experience power, connectivity, and home automation. With a portfolio that spans renewable energy solutions, smart‑home ecosystems, and customer‑centric reward programs, we empower millions of households to live smarter, greener, and more securely. Our culture is built on curiosity, collaboration, and a relentless focus on delivering exceptional value to our customers and partners.

Why This Role Matters

As the Senior Operations Analyst for Customer Rewards, you will be the linchpin that ensures every incentive, loyalty point, or gift card reaches the right customer at the right time. Your analytical rigor, process ownership, and cross‑functional influence will directly impact customer satisfaction, vendor performance, and the overall health of our rewards ecosystem. In a remote, high‑velocity environment, you’ll have the autonomy to shape processes, champion automation, and drive measurable improvements that ripple across the organization.

Key Responsibilities

• Process Ownership & Execution – Lead the day‑to‑day execution of the entire customer award fulfillment lifecycle, from incentive validation and file preparation to reconciliation of internal data and vendor files. You’ll manage award reissues, partner‑related exceptions, and ensure every step aligns with documented procedures.
• Issue Resolution & Escalation – Investigate and resolve complex customer concerns within established service levels. Coordinate with Customer Care, escalation teams, vendors, and internal stakeholders to achieve swift, accurate resolutions.
• Vendor & Outsourced Team Management – Monitor the performance of outsourced teams and external vendors, assessing workload, timeliness, accuracy, and adherence to SOPs. Provide coaching and corrective actions as needed.
• Quality & Control Design – Design, implement, and maintain quality control processes. Document evidence of key controls, identify defects or gaps, and ensure corrective actions are completed and tracked.
• Reporting & Analytics – Build and maintain operational dashboards, metrics, and leadership updates that provide real‑time visibility into customer issues, award fulfillment, vendor performance, risks, and trends.
• Data Validation & Root‑Cause Analysis – Analyze data from multiple systems to validate award accuracy, detect exceptions, identify root causes, and recommend preventive solutions.
• Continuous Improvement & Automation – Lead initiatives to reduce manual activity through AI‑enabled solutions, workflow automation, system enhancements, and smarter data usage.
• Requirements Engineering – Gather, document, and validate business requirements for process or system changes. Partner with technical teams through development, testing, implementation, and post‑launch monitoring.
• Salesforce & System Support – Translate operational needs into user stories, test changes, and improve case or workflow management within Salesforce.
• Process Documentation – Create and maintain clear process documentation, control procedures, training materials, and knowledge resources for internal and outsourced teams.
• Deadline & Stakeholder Management – Manage recurring deadlines, certifications, reporting deliverables, and stakeholder communications with minimal oversight.
• Partner Relationship Management – Build productive relationships with award partners, fulfillment vendors, outsourced teams, Cybersecurity, IT, Regulatory, Customer Care, Finance, and other business partners.
• Regulatory & Compliance Assurance – Ensure processes comply with applicable regulations, contractual requirements, privacy expectations, internal policies, and control standards, especially regarding sensitive customer data.
• Risk Communication – Communicate risks, dependencies, decisions, and recommended actions clearly to both technical and non‑technical stakeholders.
• Workforce Productivity & Planning – Own workforce productivity tracking and reporting, support workload planning, and help teams transition work to the most effective support model.
• Cross‑Functional Support – Provide backup coverage and perform other duties as needed to support Billing Operations and customer award programs.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Information Systems, or a related field, or equivalent relevant experience.
• 3–7+ years of experience in operations, analytics, business analysis, customer issue resolution, vendor management, or a technical operations role.
• Advanced Excel proficiency – data analysis, validation, reconciliation, and troubleshooting across large datasets.
• Strong analytical, quantitative, and root‑cause problem‑solving skills.
• Experience managing complex, deadline‑driven processes with multiple stakeholders and limited day‑to‑day direction.
• Demonstrated ability to identify inefficiencies and implement measurable process improvements, controls, or automation solutions.
• Excellent written and verbal communication skills, with the ability to translate business problems into clear requirements and practical technical solutions.
• Self‑motivated, accountable, and comfortable taking ownership from issue identification through resolution.
• High attention to detail with a strong quality and controls mindset.
• Strong SQL skills and experience querying or validating data across relational databases.
• Experience with Power BI or similar reporting and visualization tools.
• Salesforce administration, development, workflow, or business‑analysis experience.
• Experience supporting outsourced operations and monitoring vendor quality, productivity, and service‑level performance.

Preferred Qualifications

• Experience in the energy or utility industry.
• Experience with AI‑enabled tools, robotic process automation, workflow automation, or low‑code solutions.
• Experience working with external fulfillment, gift card, loyalty, mileage, or rewards partners.
• Experience with SAP, particularly researching transactions, payments, and exceptions.
• Knowledge of regulatory compliance, data privacy, and secure handling of sensitive customer data.

Core Skills & Competencies

• Process Design & Optimization
• Vendor & Outsourced Team Management
• Data Analysis & Visualization
• Project & Stakeholder Management
• Quality Assurance & Control
• Automation & AI Integration
• Cross‑Functional Collaboration
• Change Management & Documentation
• Customer‑Centric Mindset
• Regulatory & Compliance Awareness

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Operations Analyst, you will have access to:

• Mentorship from senior leaders in operations, data science, and technology.
• Structured learning paths in advanced analytics, AI/ML, and process automation.
• Opportunities to lead cross‑functional projects that span multiple business units.
• Internal mobility programs that allow you to explore roles in product, engineering, or customer experience.
• Regular knowledge‑sharing sessions, hackathons, and innovation challenges.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and continuous improvement. Our remote‑first approach means you can work from anywhere in the USA while staying connected through:

• Weekly virtual stand‑ups and bi‑weekly all‑hands meetings.
• Collaborative tools such as Slack, Teams, and Confluence.
• Flexible work hours that accommodate different time zones and personal commitments.
• A supportive network of peers, mentors, and leaders who value your input.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with experience and market benchmarks.
• Annual performance bonus and short‑ and long‑term incentive plans.
• Health, vision, and dental coverage.
• 401(k) with company match.
• Flexible spending accounts for health and dependent care.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental‑health resources, and employee assistance programs.
• Remote work stipend for home‑office setup.

Ready to Join brighthush?

If you are a proactive, data‑driven professional who thrives in a fast‑paced, remote environment and is passionate about turning complex operational challenges into streamlined, customer‑centric solutions, we want to hear from you. Apply today and become a key driver of excellence in our Customer Rewards program at brighthush.