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.