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home / skills / gtmagents / gtm-agents / reward-ops

reward-ops skill

/plugins/loyalty-lifecycle-orchestration/skills/reward-ops

This skill helps manage loyalty reward catalogs and fulfillment end-to-end, aligning governance, automation, and compliance for reliable program execution.

npx playbooks add skill gtmagents/gtm-agents --skill reward-ops

Review the files below or copy the command above to add this skill to your agents.

Files (1)
SKILL.md
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---
name: reward-ops
description: Use to run day-to-day loyalty reward catalog management and fulfillment.
---

# Reward Operations Skill

## When to Use
- Launching or refreshing reward catalogs.
- Coordinating fulfillment vendors and automation.
- Auditing operational readiness before major loyalty pushes.

## Framework
1. **Catalog Governance** – metadata (SKU, cost, eligibility, expiry), vendor SLAs, localization.
2. **Fulfillment Automation** – points issuance, redemption logic, webhooks, notifications, support flows.
3. **Risk & Compliance** – tax reporting, export restrictions, fraud detection, audit logs.
4. **Support Runbooks** – escalation paths, refund policies, communication templates.
5. **Continuous Improvement** – performance reviews, vendor scorecards, refresh cadence.

## Templates
- Reward catalog spreadsheet with governance fields.
- Fulfillment flowchart (trigger → system → action → SLA).
- Incident log + RCA template.

## Tips
- Maintain sandbox environments to test new rewards end-to-end.
- Pair with finance/legal reviews for new reward types.
- Keep member communications consistent by storing approved macros.

---

Overview

This skill provides a production-ready toolkit for day-to-day loyalty reward catalog management and fulfillment. It centralizes catalog governance, fulfillment automation, risk controls, and support runbooks so teams can launch, operate, and iterate reward programs reliably. The skill is designed for ops, marketing, and revenue teams managing points, redemptions, and vendor fulfillment.

How this skill works

The skill inspects and validates reward metadata (SKU, cost, eligibility, expiry) and enforces catalog governance rules. It automates fulfillment flows including points issuance, redemption logic, webhooks, and notifications while logging events for audits. It surfaces risk and compliance checks (tax, export, fraud signals) and provides runbook templates for support and incident response. Performance and vendor scorecards feed continuous improvement recommendations.

When to use it

  • Launching or refreshing a reward catalog across regions or segments
  • Coordinating fulfillment with vendors and automating redemption workflows
  • Auditing operational readiness before a major loyalty campaign or product push
  • Implementing fraud controls, tax reporting, or export compliance for rewards
  • Onboarding new reward types that require finance and legal review

Best practices

  • Keep a canonical catalog spreadsheet with required governance fields per SKU
  • Maintain sandbox environments to validate end-to-end reward flows before production
  • Pair any new reward type with finance and legal sign-off to capture tax and compliance needs
  • Define clear vendor SLAs and scorecards to measure fulfillment performance
  • Use approved communication macros for member messages and support templates

Example use cases

  • Refreshing seasonal reward catalog and deploying automated redemption webhooks
  • Coordinating a new physical gift vendor integration with SLA monitoring and incident playbooks
  • Running a pre-launch operational audit to verify eligibility rules, expiry handling, and notifications
  • Investigating suspected fraud patterns using audit logs and triggering refund/referral runbooks
  • Generating vendor performance reports and recommending catalog refresh cadence

FAQ

Does the skill handle tax and export compliance?

Yes — it includes checks and logging for tax reporting and basic export restrictions, and flags items that need legal review.

Can I test reward flows before going live?

Absolutely — the workflow assumes sandbox environments for end-to-end validation of issuance, redemption, and notifications.