Partner Success Manager (Rocket Travel by Agoda) (Chicago/ Dallas Based, Relocation Provided)

Agoda•Chicago, IL

12d•$60,000 - $90,000•Hybrid

About The Position

Rocket Travel by Agoda is seeking a Partner Success Manager to join its Customer Experience Group in Chicago. This highly operational, customer-facing role manages large-scale enterprise partners and ensures exceptional service delivery while meeting or exceeding agreed service levels and KPIs. The manager is the primary operational point of contact for partners and works closely with internal Operations, Enablement, Project, Commercial, and Support teams to ensure program success and a seamless customer experience. The role owns the operational relationship with assigned partners from onboarding and integration through ongoing service delivery. It involves monitoring partner performance, resolving operational issues, ensuring compliance with established processes, maintaining trust-based relationships with client program owners, and using data and partner feedback to improve service delivery and the customer journey. The manager also supports partner launches, process improvements, and service enhancements, and provides performance updates and recommendations to partners and internal stakeholders. The position is based in Chicago, with a hybrid work environment and a vibrant office in Chicago’s West Loop. The posting also references Chicago or Dallas as location options and says relocation is provided. Applicants must be authorized to work in the United States and able to work from the Chicago office. The annual salary range for the local area is $60,000–$90,000, depending on 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, 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.
Ability to work in a hybrid, multicultural, and matrixed environment.
Authorized to work in the United States and able to work from the Chicago office.
Must meet all visa requirements.

Nice To Haves

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

Responsibilities

Own the end-to-end operational relationship with assigned partners, ensuring smooth 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 ensure alignment with internal teams.
Work with Operations, Enablement, Project, Commercial, and Support teams to fulfill partner requirements and drive continuous improvement.
Facilitate regular 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 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 service-delivery concerns 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 improve operations and the customer journey.