Technical Program Manager, Partner Delivery, Chicago based

Rocketmiles•Chicago, IL

49d

About The Position

Rocket Travel by Agoda (RTA) is a subsidiary of Agoda, focused on delivering innovative travel solutions tailored to partners and customers worldwide. At RTA, we specialize in creating white-label platforms and customized travel experiences that empower our partners to offer seamless booking and travel services. As we continue to expand our partner ecosystem, we are looking for an experienced Technical Program Manager to join our team. This role is critical in ensuring delivery, support, and operational excellence for our key enterprise partners The Technical Program Manager (TPM), Delivery Manager, is responsible for leading cross-functional teams to deliver complex technology projects on time and within scope. This role bridges technical and business objectives, ensuring alignment between engineering, product, and stakeholder requirements. The TPM, Delivery Manager, drives program execution, manages risks, and fosters a culture of continuous improvement.

Requirements

5+ years of experience in technical program management, escalation management, partner operations, or technical support roles (enterprise/B2B/SaaS preferred).
Demonstrated ability to lead cross-functional teams and manage complex partners with stringent SLAs.
Strong analytical and problem-solving skills, with experience in root cause analysis and process optimization.
Familiarity with enterprise software, cloud technologies, and incident management best practices.
Experience with reporting, documentation, and project management tools (e.g., Jira, Confluence).
Bachelor's degree in a technical or related field; advanced degree a plus.
We are seeking a strong communicator who excels at building strong meaningful relationships, influencing without authority, interpreting and clearly conveying complex technical issues to both technical and non-technical audiences-including executives. You can inspire and rally teams around a shared vision.
We need a decisive leader who remains calm under pressure, expertly guiding teams through high-stakes situations, resolving issues, and steering discussions toward effective solutions.
Experienced in managing high-profile partners and handling high-impact escalations, you excel at building loyalty and satisfaction with your previous understandings of dealing directly with partners, their perspectives, and effectively communicating expected needs and challenges to internal teams.
Technically proficient with tools such as Jira, Confluence, reporting/observability platforms, and project management tools.
Data-driven, with a strong focus on operational excellence and continuous improvement.
Adaptable, collaborative, and eager to learn about new technologies and partner needs.

Responsibilities

Own continuous delivery and operational success of key enterprise partner accounts, ensuring all periodic release delivery commitments, Digital SLAs, and quality standards are met
Serve as the primary technical liaison for partners, managing communications, requests, risks, and expectations regarding technology delivery.
Participate in road mapping and planning of releases of new features from technical perspective - e.g., estimation, test planning,
Own technical execution of the release delivery process of new features, enhancements, and platform updates for partner solutions - collaborating with various Product and Engineering Teams throughout the process - test execution, configuration management / deployment.
Manage and prioritize escalations based on urgency and business impact, ensuring timely resolution and clear communication.
Monitor and report on Digital SLAs including website uptimes to meet partner commitments.
Develop and implement process improvements to enhance service delivery, reliability, and scalability.
Maintain and update partner documentation (e.g., Confluence pages, UAT account info, release notes).
Lead blameless lessons-learned and continuous improvement initiatives.
Coordinate with internal teams (B2B support, Platform Engineering, QA, Partner Product, Platform Product) to deliver on partner commitments and resolve issues by evolving current processes.
Lead sprint reviews and support team meetings to ensure alignment and progress on partner priorities.
Balanced time zone syncs will be required between North America and APAC to maintain regional alignment.
Foster a culture of accountability, collaboration, and continuous learning.

Benefits

Competitive compensation and benefits package
Flexible work arrangements and generous paid time off
Work in a collaborative, innovative environment with opportunities for growth and learning.
Make a direct impact on partner success and customer experience worldwide.

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