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 environment, 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.
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
Respondent experience & support
- 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
Preferred qualification
- 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
The pay range for this position is $74,000.00 - $101,750.00. Pay will be determined based on relevant experience.
L’échelle salariale pour ce poste est de 74,000.00 à 101,750.00. La rémunération sera déterminée en fonction de l’expérience pertinente.
ㅤ
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 16 or older
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada
ㅤ
Important Note: To support resume screening, interviews and other candidate evaluations, we may use artificial intelligence-powered tools, including internal or third-party developed automated decision-making tools. For more information, please see Walmart Canada Job Applicant Privacy Notice .
