Commerce & Loyalty Operations Associate

Company Overview ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/. ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings. At ID.me, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here. About this Role ID.me is seeking a detail-oriented and operationally driven Commerce & Loyalty Operations Associate to support the execution and growth of our commerce ecosystem. This role operates across affiliate partnerships, offer management, loyalty programs, merchandising, and member support—helping ensure that offers are launched 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. You will also use AI and workflow automation to improve processes, reduce manual work, and strengthen the quality and scalability of our commerce operations. This position is onsite 5 days a week and may be based in our Mountain View, California, or Tysons, Virginia, office. Key Responsibilities 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, including pricing, eligibility requirements, commissions, content, and tracking. • Manage Work Profile, gated, and cash back offers throughout their lifecycle. • Conduct recurring audits of offer status, partner activity, EBG updates, Shopify installations, and other operational data. • Identify and resolve discrepancies before they affect partners or members. Affiliate and Partner Operations • Manage the Affiliates inbox as a primary intake channel for partner requests and catalog growth opportunities. • Triage, respond to, route, and escalate requests to the appropriate stakeholders. • Reconcile affiliate-network and FMTC activations, deactivations, and commission changes within internal systems. • Partner with Sales and Account Executives to confirm offer eligibility, commission terms, and partnership status. • Maintain clear and timely communication with internal and external partners. Merchandising and Campaign Execution • Generate and validate offer IDs, email tracking links, and other campaign requirements. • Coordinate homepage Hero Grid, carousel, Featured Listing, and other promotional placements. • Support the merchandising calendar and execute seasonal or partner-specific commerce events. • Collaborate with the Email and Marketing teams to ensure campaigns are configured and launched correctly. Work Profile Launches • Serve as the operational go-live coordinator for Work Profile Shop pages, offer activations, and deactivations. • Partner with Customer Onboarding teams to confirm launch requirements, timelines, and readiness. • Monitor post-launch performance and resolve operational issues in partnership with the appropriate teams. Fraud and Member Support • Coordinate the intake and escalation of partner-reported fraud concerns. • Assist Member Support with transaction, purchase, and cash back investigations. • Work with Fraud, Trust & Safety, Data, and other teams to gather information and support timely resolution. • Identify recurring issues and recommend process or system improvements. Automation and Process Improvement • Use AI and workflow tools to streamline work across platforms such as Gmail, Jira, Salesforce, and Snowflake. • Identify repetitive or error-prone processes that can be standardized or automated. • Help improve the Shop Operations AI agent and automated quality-assurance workflows by providing subject-matter expertise. • Document workflows, maintain operating procedures, and develop repeatable checklists. • Evaluate automation outputs and apply human judgment when exceptions or escalations arise. Cross-Functional Partnership • Act as the primary operational quality-assurance partner and bug reporter for commerce and storefront workflows. • Support user acceptance testing, product launches, and system enhancements with Engineering and the Shopping Graph team. • Coordinate reporting requests, system access needs, and operational dependencies with Data and IT. • Keep stakeholders informed of launch readiness, risks, issues, and required follow-up actions. Basic Qualifications • Bachelor’s degree or equivalent practical experience. • Minimum one year of experience in e-commerce operations, affiliate or partner marketing, catalog management, merchandising operations, loyalty programs, or a 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 the ability to quickly learn, systems such as Jira, Salesforce, and Snowflake. • Strong cross-functional coordination skills and the 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 quality assurance. • Basic SQL or data-querying experience. • Previous experience supporting fraud, trust and safety, transaction investigations, or customer-service operations. What Success Looks Like • Offers and merchandising placements launch accurately and on schedule. • Partner and internal requests are triaged and resolved efficiently. • Affiliate-network and internal catalog records remain aligned. • Operational issues are identified before they affect members or partners. • Cross-functional teams have clear visibility into launch status, risks, and ownership. • Manual processes continue to decrease as reliable automation and standardized workflows expand. The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors. U.S. Pay Range $85,000—$95,000 USD Mountain View, CA Pay Range $90,000—$100,000 USD ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations. Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy. ID.me participates in E-Verify.