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skills/reward-ops/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.
+
+---