Role Summary
We are looking for a detail-oriented and execution-focused professional to manage the day-to-day operations, governance, and continuous improvement of the loyalty program. This role will be responsible for ensuring seamless program operations across member journeys, platform management, partner integrations, and customer-facing loyalty processes while maintaining strong controls, compliance, and program integrity.

Key Responsibilities
Loyalty Product Operations & Governance
Own the day-to-day operations of the loyalty program, including member accrual and redemption journeys, tier benefits, partner transactions, and program policies.
Manage the Loyalty Management System (LMS), business rules, user access controls, platform governance, and operational documentation to ensure compliance and data integrity.
Program Enhancements & Delivery
Translate business requirements into operational and system enhancements by defining requirements, process flows, user journeys, and functional specifications.
Support end-to-end delivery of loyalty initiatives, including UAT, defect resolution, release management, implementation, and post-launch optimization.
Partner Operations & Integrations
Lead partner onboarding and operational setup by coordinating with internal stakeholders and partner technology teams.
Establish and manage integrations, operational processes, reconciliation frameworks, controls, and reporting mechanisms to support partner-led loyalty offerings.
Program Performance & Integrity Management
Monitor program performance, customer behavior, transaction activity, and operational metrics to identify opportunities for optimization and improved customer experience.
Lead investigations into transaction anomalies and program abuse while implementing controls, audits, alerts, reconciliations, and reporting mechanisms to safeguard program integrity and compliance.

Preferred Relevant Work Experience
3-6 years of experience in Digital Product Management, E-commerce, Customer Experience, CRM, Platform Operations, Program Management, or related roles within airlines, travel, hospitality, fintech, retail, consumer technology, or other digital-first organizations.
Strong understanding of digital customer journeys, business requirements gathering, process design, platform operations, and technology-enabled implementations, with experience working closely with product and engineering teams.
Experience managing cross-functional initiatives involving business, technology, operations, analytics, and external partners, with strong stakeholder management and execution capabilities.
Exposure to CRM platforms, APIs, partner integrations, release management, testing/UAT, reconciliation processes, and platform governance frameworks.
Strong analytical, problem-solving, and process improvement capabilities, with the ability to leverage operational and customer data to drive business outcomes.
Should have a minimum of 1 year of experience as a Manager or 2 years of experience as an Assistant Manager at Akasa Air.