Senior Customer Operations Analyst – GoodBundle Operations

Job description: 

The Senior Customer Operations Analyst serves as the central operational bridge for the GoodBundle subscription product, ensuring day-to-day operations run smoothly as the product scales. This role owns operational monitoring, fraud and dispute management, refunds, renewals, performance reporting, communications, system testing, and process improvement while partnering closely with Sales Performance, IT, VAP, ACQ, R&R, Retail/D2D, Digital, and external partners.

• →Daily Operations & Support: Serve as a second-level responder for GoodBundle support questions and operational escalations. Review and resolve issues before routing technical matters to IT. Manage daily fraud warnings, proactive refunds, RDR-disputed subscription cancellations, agent/GoodBundle Operations refund requests, and recurring VAP, discount, reactivation, and dispute activities within established SLAs.
• →Performance & Reporting: Conduct daily performance reviews across ACQ, R&R, Retail, and D2D channels. Monitor Stripe transactions above $49.99, renewal success/failure, Early Fraud Warning trends, and refund activity. Maintain accurate documentation in SharePoint and Salesforce and translate reporting into actionable recommendations.
• →Disputes & Payment Operations: Monitor dispute activity and distinguish RDR/VISA Verifi from organic disputes. Prepare evidence-backed responses for Amex, Discover, and Mastercard and track dispute outcomes, ratios, trends, and root causes. Identify opportunities to improve payment performance and reduce disputes.
• →Systems & Testing: Execute UAT, regression testing, and production validation across the GoodBundle technology stack. Document defects, partner with IT through resolution, and validate system and process changes before and after launch.
• →Communications & Training: Own the accuracy and timing of GoodBundle operational communications across support channels, the VAP Agent Portal, SharePoint, and corporate communications. Serve as a subject matter resource for agents, Team Leaders, vendors, and leaders and develop training and reference materials.
• →Performance Governance: Facilitate monthly performance meetings with ACQ, R&R, VAP, and Retail/D2D partners. Present Agent Leaderboard, Sales Performance, VAP Disposition, and Cancellations reporting and drive actions through completion.
• →Continuous Improvement: Identify operational pain points and opportunities to improve the customer and agent experience. Partner cross-functionally on enhancements such as payment retry strategies, ACH evaluation, dispute evidence processes, and attach-rate reporting.

• Experience in customer operations, payment operations, subscription/billing operations, or a similar high-volume consumer environment.
• Hands-on experience with Stripe, including transactions, subscriptions, renewals, refunds, Early Fraud Warnings, and disputes.
• Experience with Salesforce or a similar CRM platform.
• Experience managing chargebacks/disputes, including evidence preparation and dispute-ratio management.
• Experience with refunds, disposition tracking, and audit-ready documentation.
• Experience with UAT, regression testing, production validation, and partnering with IT on defect resolution.
• Strong data and business intelligence skills with the ability to turn reporting into recommendations and action.
• Strong written and verbal communication skills, including the ability to translate system and process changes into clear frontline guidance.
• Strong organizational skills with the ability to prioritize competing work and manage established SLAs independently.

• Bachelor’s degree in Business, Operations, Analytics, or a related field preferred.
• 3+ years of relevant experience in customer operations, payment operations, subscription/billing operations, or a related field.
• Equivalent combination of education and relevant experience may be considered.

• Experience with WooCommerce/FunnelKit, Amazon Connect, email gateway platforms, or pre-production/test environments.
• Retail, D2D, vendor/BPO, or outsourced agent operations experience.
• Experience facilitating cross-functional performance meetings with business and operational leaders.
• Background in retail energy, utilities, subscription products, or consumer add-on products.