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 communicatio

📌 Gift Card Ops Analyst (Colombia)
🏢 IRB COL Inspire Colombia
📍 Colombia