Operational Partner Success Manager (Rocket Travel by Agoda)

Agoda•Chicago, IL

12d•$104,000 - $140,000•Hybrid

About The Position

Rocket Travel by Agoda is seeking a Partner Success Manager to join its Customer Experience Group in Chicago. This operational, customer-facing role manages large-scale enterprise partners and is accountable for exceptional service delivery and meeting or exceeding agreed service levels and KPIs. The manager serves as the primary operational point of contact for partners, working closely with internal Operations, Enablement, Project, Commercial, and Support teams to ensure program success and a seamless customer experience. The role owns partner onboarding, integration, and ongoing service delivery; monitors performance and resolves operational issues; and ensures adherence to operational processes and compliance requirements. It also builds trusted relationships with partner program owners, understands their business goals and service expectations, and provides data-driven recommendations to improve service delivery and the customer journey. The position tracks and reports partner performance, presents regular updates, gathers partner feedback, and collaborates with internal stakeholders on launches, process improvements, and service enhancements. The role is based in Chicago and operates in a hybrid environment. Applicants must be authorized to work in the US and able to work from the Chicago office, and must meet all visa requirements.

Requirements

At least 2 years of partner management or enterprise account management experience.
Experience ideally with large-scale or enterprise clients in financial services or travel.
Bachelor’s degree in Business Administration, Partnership Strategy, or a related field.
Proven experience managing service delivery, SLAs, and KPIs in a fast-paced, customer-focused environment.
Strong relationship-building and stakeholder management skills, with a collaborative and solutions-oriented mindset.
Excellent organizational and project management abilities, including managing multiple priorities and delivering results.
Analytical and data-driven approach, with the ability to synthesize information and make strategic recommendations.
Strong written and verbal communication skills, including the ability to present to and influence senior stakeholders.
Comfort working in a hybrid, multicultural, and matrixed environment.
Authorized to work in the US and able to work from the Chicago office.
Must meet all visa requirements.

Nice To Haves

MBA preferred.

Responsibilities

Own the end-to-end operational relationship with assigned partners, including onboarding, integration, and ongoing service delivery.
Monitor, report, and drive performance against service level agreements (SLAs) and key performance indicators (KPIs).
Proactively identify and resolve operational issues, escalating when needed to support partner and customer satisfaction.
Ensure partners adhere to established operational processes and compliance requirements.
Represent partners’ needs within Rocket Travel by Agoda and align internal teams accordingly.
Work with Operations, Enablement, Project, Commercial, and Support teams to deliver partner requirements and drive continuous improvement.
Facilitate communication and alignment between partners and internal stakeholders to meet program objectives.
Collaborate with project teams on partner launches, process improvements, and service enhancements.
Build and maintain trust-based relationships with client program owners.
Understand partners’ business goals, operational challenges, and customer service expectations.
Provide data-driven insights and recommendations to optimize service delivery and customer experience.
Manage and resolve partner requests and concerns related to service delivery in a timely and effective manner.
Track, analyze, and report partner performance metrics, identifying trends and improvement opportunities.
Prepare and deliver regular performance updates to partners and internal stakeholders.
Gather and act on partner feedback to improve operations and the customer journey.