Operational Partner Success Manager (Rocket Travel by Agoda)

Agoda•Chicago, IL

11d•Hybrid

About The Position

Rocket Travel by Agoda is seeking a Partner Success Manager to join its Customer Experience Group team in Chicago. This operational and customer-facing role manages large-scale enterprise partners, owns service delivery, and works to meet or exceed agreed service levels and KPIs. The manager is the primary operational point of contact for partners and collaborates with internal Operations, Enablement, Project, Commercial, and Support teams to ensure program success and a seamless customer experience. The role covers end-to-end partner operations, including onboarding, integration, ongoing service delivery, performance monitoring, issue resolution, and adherence to operational processes and compliance requirements. It also involves building trusted partner relationships, understanding partners’ goals and challenges, sharing data-driven recommendations, and managing service-related requests and concerns. The manager tracks and reports performance, presents updates to partners and internal stakeholders, gathers feedback, and uses it to improve operations and the customer journey. The position is based in Chicago in a hybrid work environment. Rocket Travel by Agoda describes a global team and offers opportunities for growth within the world’s largest online travel company. The annual salary range for the local area is $104,000–$140,000, based on factors including candidate fit and experience. Roles may also be considered for an annual bonus and RSU package.

Requirements

At least 2 years of partner management or enterprise account management experience.
Bachelor’s degree in Business Administration, Partnership Strategy, or a related field.
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.
Strong organizational and project management abilities, including the ability to manage multiple priorities and deliver 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

Experience managing large-scale or enterprise clients, ideally in financial services or travel.
MBA.

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 as needed to support partner and customer satisfaction.
Ensure partners adhere to established operational processes and compliance requirements.
Represent partner 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 regular communication and alignment between partners and internal stakeholders.
Collaborate with project teams on partner launches, process improvements, and service enhancements.
Build and maintain strong, 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 areas for improvement.
Prepare and deliver regular performance updates to partners and internal stakeholders.
Gather and act on partner feedback to drive operational improvements and enhance the customer journey.