Partnership Operations Specialist (Rocket Travel by Agoda)

Agoda•Chicago, IL

1d•Hybrid

About The Position

This role is responsible for managing the operational delivery and cross-functional execution for assigned strategic partnerships, with a focus on enterprise financial-institution partnerships and other large accounts. The specialist will evaluate partner operational needs, prioritize issues and initiatives based on business impact, coordinate cross-functional resolution, and lead implementation and operational readiness activities. This position serves as an internal operational lead for accounts, exercising independent judgment in identifying risks, recommending solutions, and driving high-quality execution across partner initiatives. Rocket Travel by Agoda is a trailblazer of travel technology, empowering leading companies to reward traveler journeys with loyalty solutions delivered with speed, innovation, and a culture that champions inclusivity, collaboration, and excellence.

Requirements

3+ years of experience in partnership operations, business operations, implementation, project management, consulting, or a related function supporting complex partner or client relationships.
Bachelor's Degree in appropriate field of study or equivalent work experience.
Strong problem-solving and business judgment skills, with the ability to navigate ambiguity, assess impact, and drive results.
Strong relationship management and interpersonal skills, with the ability to influence cross-functional stakeholders and build trust across teams.
Curious, data-driven, and energized by fast-paced environments.
Highly organized and detail-oriented, with the ability to independently manage multiple priorities, deadlines, and cross-functional workstreams.

Nice To Haves

Experience using SQL and analytics tools to support decision-making is preferred.
PMP/PMI certification or formal project management training is a plus.

Responsibilities

Serve as the internal operational lead for assigned partners, evaluating and prioritizing partner operational issues, determining appropriate escalation paths, and coordinating resolution through JIRA or equivalent systems.
Triage product and customer service escalations, identify business and partner impact, and drive cross-functional remediation with Product, Engineering, and Customer Service teams through resolution.
Manage service expectations, escalation workflows, and issue resolution priorities for assigned accounts; provide Partner Managers with clear, timely updates and recommended next steps for partner communication.
Develop and maintain structured operational handoffs, communication frameworks, and documentation standards that support consistent partner delivery and internal alignment.
Lead operational planning and project delivery for assigned partner initiatives, including timelines, dependencies, deliverables, and readiness requirements.
Facilitate cross-functional project working sessions, drive alignment on responsibilities and deadlines, and ensure key decisions, risks, and actions are documented and advanced to completion.
Monitor project progress, assess risks and implementation challenges, recommend mitigation plans, and escalate issues or resource needs as appropriate.
Lead partner implementation planning and operational readiness reviews to ensure successful launches and enhancements.
Own dashboards and recurring reporting for assigned partnerships, ensuring data integrity, meaningful performance visibility, and timely delivery of insights to stakeholders.
Analyze partner performance trends, identify anomalies and operational risks, and communicate findings and recommendations to internal stakeholders.
Use SQL and analytics tools to investigate data issues, validate business outcomes, identify root causes, and inform operational and strategic recommendations.
Oversee operational readiness for partner marketing and promotional campaigns, including requirements review, implementation coordination, quality validation, and launch support.
Partner with Product and Engineering on feature rollouts, assess launch readiness and operational impact, and develop clear implementation and partner-facing documentation.
Develop, refine, and maintain playbooks, onboarding guides, SOPs, and operating materials that improve consistency, scalability, and execution quality across partnerships.
Evaluate existing partner workflows, identify opportunities to automate or streamline operations, and lead process improvement initiatives that enhance efficiency, service quality, and partner experience.