# Operational Partner Success Manager (Rocket Travel by Agoda)

**Company**: Rocket Travel by Agoda
**Location**: Chicago
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: 104,000 - 140,000 USD
**Category**: Operations
**Industry**: Hospitality

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8203488?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7e02fd35-e7f

## Description

Rocket Travel by Agoda is seeking an Operational Partner Success Manager to join its Customer Experience Group team in Chicago. This highly operational and customer-facing role involves managing large-scale enterprise partners, ensuring exceptional service delivery, and meeting or exceeding agreed service levels and KPIs.

Key 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 ensure partner and customer satisfaction.

- Ensure partners adhere to established operational processes and compliance requirements.

- Serve as the voice of the partner within Rocket Travel by Agoda, advocating for their needs and ensuring alignment with internal teams.

- Work closely with Operations, Enablement, Project, Commercial, and Support teams to deliver on partner requirements and drive continuous improvement.

- Facilitate regular communication and alignment between partners and internal stakeholders to ensure program objectives are met.

- Collaborate with project teams to support new 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 partners to optimize service delivery and customer experience.

- Manage and resolve partner requests and concerns related to service delivery, ensuring timely and effective solutions.

- Track, analyze, and report on partner performance metrics, identifying trends and areas for improvement.

- Prepare and deliver regular performance updates to partners and internal stakeholders.

- Gather and act on feedback from partners to drive operational improvements and enhance the customer journey.

Requirements:

- 2+ years of partner management or enterprise account management experience, ideally with large-scale or enterprise clients in the financial services or travel sector.

- Bachelor's degree in Business Administration, Partnership Strategy, or a related field; MBA preferred.

- 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; able 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; able to present to and influence senior stakeholders.

- Comfortable working in a hybrid, multicultural, and matrixed environment.

Benefits:

- Competitive compensation package, including bonus, 401k with match, flexible vacation, and comprehensive health benefits.

- Hybrid work environment with a vibrant office in Chicago's West Loop.

- Opportunities for growth within the world's largest online travel company.

## Skills

### Required
- partner management
- service delivery
- relationship building
- project management
- analytical skills
- communication skills

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8203488?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)