Gift Card Ops Analyst

Inspire Brands · Colombia

Job Summary:

The Gift Cards Operations Analyst will own the day-to-day operational execution of the gift card program across B2B and B2C support channels, including application reviews, order inquiries, urgent escalations, operational issue resolution, reporting enablement, inventory support, and process improvement. This role is designed to bring strong operational ownership to the gift card business, improve the purchasing and support experience for guests and cross-functional partners, and create the foundation needed for the broader team to drive program sales, make data-driven decisions, and advance strategic growth initiatives.

RESPONSIBILITIES

Inbox, Order, and Escalation Management

Own and manage B2B gift card inboxes, including B2B application reviews, general B2B order inquiries, and urgent B2B escalations.

Monitor B2B and Sonic B2C inboxes with limited supervision, ensuring inquiries are reviewed, routed, and resolved quickly and accurately.

Serve as the first point of contact for guests, clients, and internal stakeholders seeking support on gift card orders, fulfillment questions, application status, and operational issues.

Maintain clear, professional communication with clients and guests, including daily updates when issues require cross-functional or supplier resolution.

Operational Issue Resolution and Vendor Coordination

Investigate and resolve payment, shipping, fulfillment, activation, inventory, and customer experience issues impacting gift card guests or clients.

Escalate issues interdepartmentally and with supplier support teams, ensuring the right partners are engaged and accountable for timely resolution.

Use structured follow-up to uncover broader issue patterns, request supplier audits when needed, and ensure root-cause resolution rather than one-off fixes.

Manage high-urgency incidents similar to holiday order disruptions, including payment glitches, shipping errors, delayed fulfillment, and upset guest/client communications.

Negotiate or secure customer recovery solutions when appropriate, such as shipping upgrades or other remediation steps that improve the guest experience.

Reporting, Dashboards, and Analytics Support

Support the rollout and ongoing improvement of gift card performance reporting, including Holiday Performance Dashboards, Fiscal Year Dashboards, B2B reporting automation, and KPI analytics projects.

Partner with Customer Analytics, data, finance, and operational stakeholders to define reporting needs and build better visibility into program performance.

Use historical sales data to support promotional production planning, more accurate inventory forecasts, and smarter decision-making across key sales periods.

Translate operational learnings, manual tracking, and recurring questions into more scalable dashboard views and reporting routines for leadership and cross-functional partners.

Inventory Management and Program Readiness

Support gift card production and promotion readiness by using historical sales data, campaign timing, and channel performance trends to improve inventory forecasts.

Coordinate with fulfillment partners and internal stakeholders to ensure card inventory, promotional materials, and support processes are ready ahead of key selling periods.

Conduct store walks or field feedback gathering during peak periods to understand the guest and restaurant-team experience firsthand.

Bring feedback into daily or recurring team huddles to identify what can be improved in future holiday or promotional cycles.

Process Improvement, SOPs, and Automation

Create, maintain, and improve internal SOPs for Inspire employees seeking to order bulk gift cards, including intake steps, approval paths, fulfillment expectations, and support contacts.

Identify opportunities to reduce manual effort through automation, clearer documentation, improved ownership, and better workflow design.

Use available productivity tools, including Copilot where appropriate, to generate brand-specific communications, streamline recurring work, and support stronger sales execution.

Help build scalable operating models that reduce dependency on senior team members for day-to-day operational work and create more capacity for strategic initiatives.

Compliance, Training, and Cross-Functional Communication

Support gift card compliance initiatives related to legislation, signage, fraud prevention, field communication, inventory changes, and training materials.

Coordinate with Legal, Government Affairs, brand teams, field communications, guest relations, and restaurant operations to ensure operational requirements are clearly communicated and executed.

Gather field and store-level feedback, especially during peak periods, and translate learnings into process improvements for future campaigns.

Maintain organized tracking of operational action items, owners, timelines, and dependencies across the gift card program.

EDUCATION QUALIFICATIONS

Minimum: Bachelor's degree in Business, Operations, Supply Chain, Marketing, Analytics, Communications, Retail Management, or a related field.

Preferred: Experience supporting eCommerce, retail, customer service, gift card, loyalty, or promotional programs.

EXPERIENCE QUALIFICATION

Minimum: 4–6 years of experience in operations, customer support, business execution, logistics, supply chain, vendor management, retail operations, or related fields. Experience managing shared inboxes, operational requests, customer escalations, vendor follow-ups, or order support workflows.

Preferred:

Experience supporting gift card, loyalty, eCommerce, retail, hospitality, restaurant, or customer-facing programs.

Experience working with suppliers, fulfillment partners, payment providers, or customer support organizations.

Experience using reporting and analytics tools such as Excel, Power BI, Tableau, or similar platforms.

Experience creating SOPs, process documentation, and operational workflows.

Experience supporting inventory planning, order management, fulfillment, or promotional readiness activities.

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

Working knowledge of Microsoft Office, especially Excel; experience with dashboards, Power BI, Monday.com, or similar reporting/project tracking tools preferred.

Experience with inventory management, invoice coordination, procurement workflows, compliance tracking, or multi-system navigation preferred.

Strong written and verbal communication skills, with the ability to document issues, summarize updates, and coordinate across multiple stakeholders.

Fluency in written and spoken English.

Highly organized operator who can take full ownership of inboxes, order workflows, escalations, vendor follow-ups, and recurring operational tasks with limited supervision.

Strong customer service mindset with the ability to communicate calmly, clearly, and consistently with upset guests, clients, suppliers, and internal partners.

Solutions-oriented problem solver who can investigate issues, escalate effectively, uncover broader patterns, hold vendors accountable, and drive timely resolution.

Analytical and process-oriented, with interest in reporting, dashboards, Power BI, KPI analytics, automation, and using data to improve business decisions.

Curious, proactive, and eager to improve the gift card purchasing experience for guests, clients, restaurant teams, and cross-functional partners.

Collaborative team player who is willing to support SOP creation, brand communications, field feedback gathering, and professional development opportunities that strengthen the broader team.

Consistent ownership and timely resolution of B2B application reviews, B2B order inquiries, urgent escalations, and Sonic B2C inbox support.

Improved guest and client experience through faster resolution of payment, shipping, fulfillment, and order issues, including daily communication on high-priority incidents.

Stronger supplier accountability through structured escalation, audit requests, follow-up, and remediation when vendor issues impact guests or clients.

Improved holiday and promotional readiness through store-level feedback, brand-specific communications, better inventory forecasting, and clearer operational planning.

Greater visibility into program performance through Holiday Performance Dashboards, Fiscal Year Dashboards, B2B report automation, and KPI analytics support.

Increased team bandwidth to focus on program sales, gifting experience improvements, data-driven decision-making, strategic initiatives, and professional development.

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,300 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.

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