Senior Supply Operations Analyst

In this role, you will serve as an expert troubleshooter and cross-functional partner, driving fast resolution of supply production issues and ensuring the quality of our supplier integrations. You'll work alongside Engineering, Product, and Operations teams to QA integrations, validate fixes, and make sure our supplier connections deliver accurate data and reliable capabilities to power our world-class business travel platform.

What You'll Do

• Monitor API connections and integrations with supply partners, proactively identifying issues with data quality, response accuracy, or operational workflows.
• Diagnose, triage, and resolve real-time and recurring problems, including undocumented errors, data discrepancies, and rate limiting behaviors.
• Partner with Engineering to QA new supplier integrations and system changes before and after deployment, including reviewing API behavior, validating fix effectiveness, and surfacing edge cases that automated testing may miss.
• Collaborate cross-functionally with Product, Engineering, and Supply teams to align on impact, prioritize high-severity incidents, and expedite resolution.
• Lead or participate in incident management, investigating root causes and ensuring all relevant details (logs, error messages, impacted workflows) are documented in tracking systems.
• Maintain and update documentation, knowledge bases, and standard operating procedures to drive efficiency and support continuous improvement.
• Develop and track incident metrics (e.g., response times, resolution SLAs, recurring issue types) to inform supplier performance reviews and system enhancements.
• Assist with ongoing monitoring, reporting, and process optimization to reduce incident frequency and improve platform reliability.

What You Bring

• 3+ years diagnosing and resolving API and third-party integration issues in a production environment.
• Strong technical skills, including data analysis, fluency with APM tooling, and experience with API technologies and protocols such as REST, SOAP, gRPC, webhooks, and websockets.
• Experience participating in QA or validation workflows alongside Engineering teams, including reviewing API behavior, writing reproduction steps, and confirming fix effectiveness.
• Excellent verbal and written communication skills, with the ability to translate technical issues for diverse stakeholders and drive cross-team resolution.
• Customer-oriented and outcomes-driven, with the ability to manage competing priorities under pressure.
• Ability to work collaboratively with external partners and internal teams to resolve complex operational or technical challenges.

Bonus Experience

• Familiarity with complex supplier ecosystems, inventory or distribution systems, or supplier onboarding in a B2B technology environment.
• Experience crafting or improving knowledge bases and process documentation.
• Exposure to automating support processes or incident triage.