The Senior Analyst, Program Management will oversee the day-to-day operations and member experience within our Spark Community Panel (Insights/Market Research Panel), a key part of the Customer Perception/Scintilla platform. This position is critical for maintaining a positive and respectful setting, driving community growth, and supporting an expanding member base as the Spark Community grows.
Before the Spark App launches, they will develop and implement a recruitment strategy to reach target panel size and demographic balance. After launch, they will continue recruitment, foster member engagement, manage reward distribution, and address member concerns efficiently.
Responsibilities include coordinating e-gift card and reward disbursement, tracking incentives, and monitoring metrics like churn and opt-out rates to maintain a healthy community. They will also oversee onboarding, moderate discussions, and ensure transparent governance and consistent processes. Fluency in both English and French is required for this position.
Job Description Community health, engagement & retention
Execute recruitment strategy in advance of the Spark App launch to build a strong candidate pipeline for community growth.
Monitor participation, response rates, sentiment, and member feedback; identify risks (fatigue, churn) and implement improvements.
Track reactivation initiatives for inactive members and optimize communications (targeting, cadence, messaging).
Share regular community health updates and member-experience themes with stakeholders.
Collaborate with Product and tech teams to drive process and platform improvements pertaining to member management
Serve as the primary point of contact for community members (participation questions, access/troubleshooting, incentive support).
Maintain a welcoming environment through clear communications, proactive outreach, and consistent moderation.
Help manage member issues and escalations with empathy and discretion, following documented processes.
Create and maintain member-facing resources (welcome/onboarding, FAQs, participation expectations, gift card timelines and terms).
Collaborate with cross functional teams including Product, Engineering, Customer Care to resolve customer inquiries/issues




Recruitment oversight & scalable growth
Support recruitment targets and pipeline oversight, including segment/representation goals as the community scales.
Oversee screening and onboarding flows (eligibility checks, consent, profile completion) to maintain quality at higher volume.
Coordinate with internal acquisition channels and/or external recruiting vendors to meet growth goals.
Maintain segmentation and profiling so the community remains easy to activate and representative as it grows.
Gift card incentives operations
Coordinate gift card incentive communications (eligibility, timing, delivery expectations) and manage member questions.
Track participation-to-incentive fulfillment accurately and resolve exceptions (missing/incorrect/delayed rewards).
Partner with internal teams/vendors to improve fulfillment speed, accuracy, and member experience.
Monitor incentive budgets and maintain audit-ready records aligned to policy.
Member data stewardship, integrity & governance
Maintain accurate member profiles, tags/attributes, preferences, and participation history.
Protect community integrity: detect duplicates, suspicious activity, and misuse of incentives; document actions and manage removals as needed.
Uphold privacy-forward practices: minimize PII, support consent and data retention policies.
Operational excellence for scale
Build and maintain SOPs/playbooks for recruitment, onboarding, moderation, support workflows, incentives, and escalations.
Improve efficiency through templates, automations, and platform configuration as volume grows.
Establish service levels (response SLAs) and coverage plans to maintain a consistent member experience at scale.
Qualifications University degree is required
3+ years of experience in community operations, panel management, customer/member support, or related roles.




Excellent written communication and a strong service mindset; able to communicate clearly at scale.
Experience moderating online communities and enforcing guidelines consistently and fairly.
Strong operational rigor: process design, documentation, and reliable execution across multiple workstreams.
Comfort working with metrics/dashboards and using data to improve community health.
Sound judgment handling member escalations, privacy considerations, and incentive-related issues.
Must be bilingual in English and French
Experience driving/supporting research panels, insights communities, or similar respondent programs.
Experience in driving/supporting recruitment/engagement strategies for a market research/insights panel
Experience managing incentive programs (gift cards) and fulfillment workflows at scale.
Experience coordinating recruitment pipelines and vendor partnerships.
Familiarity with community platforms and/or ticketing/CRM tools; comfort with workflow automations.
What success looks like
Members report a consistently positive experience (strong CSAT/NPS; low complaint rate), even as the community grows.
Healthy participation and retention with effective reactivation and low fatigue.
Recruitment goals are met with strong segment coverage and high-profile completeness.
Gift card fulfillment is accurate, timely, and well-communicated (low exception rate; fast resolution).
Community integrity is protected through consistent governance and low fraud/duplicate incidence.
Stakeholders have clear visibility into community health through reliable reporting and documentation.
Key metrics you’ll influence
Member satisfaction (CSAT/NPS), complaint rate, and support ticket trends
Support responsiveness (median time to first response)
Monthly active members / active rate; participation rate by segment
Retention/churn and reactivation rate
Recruitment goal attainment and segment coverage; profile completeness rate
Integrity signals (duplicate/fraud rate, guideline violations, removals)
Gift card fulfillment accuracy and cycle time; exception rate and time-to-resolution
Incentive budget tracking accuracy and audit readiness

#J-18808-Ljbffr

📌 Bilingual Market Researcher (Ontario)
🏢 Walmart
📍 Ontario