Reward Operations Skill
When to Use
- Launching or refreshing reward catalogs.
- Coordinating fulfillment vendors and automation.
- Auditing operational readiness before major loyalty pushes.
Framework
- Catalog Governance – metadata (SKU, cost, eligibility, expiry), vendor SLAs, localization.
- Fulfillment Automation – points issuance, redemption logic, webhooks, notifications, support flows.
- Risk & Compliance – tax reporting, export restrictions, fraud detection, audit logs.
- Support Runbooks – escalation paths, refund policies, communication templates.
- Continuous Improvement – performance reviews, vendor scorecards, refresh cadence.
Templates
- Reward catalog spreadsheet with governance fields.
- Fulfillment flowchart (trigger → system → action → SLA).
- Incident log + RCA template.
Tips
- Maintain sandbox environments to test new rewards end-to-end.
- Pair with finance/legal reviews for new reward types.
- Keep member communications consistent by storing approved macros.