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Salary: USD 85,000 - 100,000 / annual
ID.me is seeking a detail-oriented Commerce & Loyalty Operations Associate to support the execution and growth of its commerce ecosystem. The role operates across affiliate partnerships, offer management, loyalty programs, merchandising, and member support, ensuring offers launch accurately, partners are supported effectively, and the member experience remains seamless.
You will serve as a central connector among Sales, Marketing, Product, Engineering, Fraud, Data, and Member Support teams. The position emphasizes using AI and workflow automation to improve processes, reduce manual work, and strengthen the quality and scalability of commerce operations.
Key responsibilities include:
**Commerce and Offer Operations:** Launch, update, and maintain store pages and offers across ID.me's commerce and loyalty programs. Review live offers for accuracy (pricing, eligibility, commissions, content, tracking). Manage Work Profile, gated, and cash back offers throughout their lifecycle. Conduct recurring audits of offer status, partner activity, and operational data. Identify and resolve discrepancies before they affect partners or members.
**Affiliate and Partner Operations:** Manage the Affiliates inbox as primary intake for partner requests and catalog growth. Triage, respond to, route, and escalate requests appropriately. Reconcile affiliate-network and FMTC activations, deactivations, and commission changes. Partner with Sales and Account Executives to confirm offer eligibility and partnership status. Maintain clear communication with internal and external partners.
**Merchandising and Campaign Execution:** Generate and validate offer IDs, email tracking links, and campaign requirements. Coordinate homepage Hero Grid, carousel, and promotional placements. Support the merchandising calendar and execute seasonal or partner-specific commerce events. Collaborate with Email and Marketing teams on campaign configuration and launch.
**Work Profile Launches:** Serve as operational go-live coordinator for Work Profile Shop pages and offer activations/deactivations. Partner with Customer Onboarding teams to confirm launch requirements and readiness. Monitor post-launch performance and resolve operational issues.
**Fraud and Member Support:** Coordinate intake and escalation of partner-reported fraud concerns. Assist Member Support with transaction, purchase, and cash back investigations. Work with Fraud, Trust & Safety, and Data teams to gather information and support resolution. Identify recurring issues and recommend improvements.
**Automation and Process Improvement:** Use AI and workflow tools to streamline work across Gmail, Jira, Salesforce, and Snowflake. Identify repetitive or error-prone processes for standardization or automation. Help improve the Shop Operations AI agent and automated QA workflows. Document workflows, maintain procedures, and develop checklists. Evaluate automation outputs and apply human judgment for exceptions.
**Cross-Functional Partnership:** Act as primary operational QA partner and bug reporter for commerce workflows. Support user acceptance testing, product launches, and system enhancements. Coordinate reporting requests and operational dependencies with Data and IT. Keep stakeholders informed of launch readiness, risks, and required follow-up.
The position is on-site 5 days per week, based in Mountain View, CA or Tysons, VA.
**Requirements:**
- Bachelor's degree or equivalent practical experience
- Minimum 1 year of experience in e-commerce operations, affiliate or partner marketing, catalog management, merchandising operations, loyalty programs, or related operational role
- Experience managing a shared inbox, ticket queue, or centralized request channel
- Strong attention to detail and demonstrated ability to identify pricing, eligibility, tracking, or content errors
- Ability to manage recurring audits, checklists, and operational workflows with consistency and accuracy
- Clear and professional written communication skills, including experience corresponding with partners or customers
- Ability to learn and navigate affiliate networks, catalog platforms, and internal administrative tools
- Experience with, or ability to quickly learn, systems such as Jira, Salesforce, and Snowflake
- Strong cross-functional coordination skills and ability to move work forward across multiple teams
- Sound judgment when triaging requests, resolving routine issues, and escalating higher-risk decisions
- Interest in using AI and automation to improve operational quality, speed, and scalability
**Preferred Qualifications:**
- Experience with affiliate marketing, cash back, loyalty programs, or e-commerce catalog operations
- Familiarity with FMTC or other affiliate-network and offer-management platforms
- Experience using AI or workflow-automation tools such as Claude, Cowork, Zapier, or similar platforms
- Familiarity with Shopify applications, Braze campaigns, or email tracking-link QA
- Basic SQL or data-querying experience
- Previous experience supporting fraud, trust and safety, transaction investigations, or customer-service operations
