About the Role: Partner Success Manager (Operations & Service Delivery)Rocket Travel by Agoda is seeking a Partner Success Manager to join our Customer Experience Group team in Chicago. In this highly operational and customer-facing role, you will be responsible for managing large-scale enterprise partners, ensuring exceptional service delivery, and meeting or exceeding agreed service levels and KPIs. You will act as the primary operational point of contact for partners, collaborating closely with internal Operations, Enablement, and Project teams to ensure program success and a seamless customer experience.
Key ResponsibilitiesOperational Excellence & Service Delivery- 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.
Cross-Functional Collaboration- 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.
Partner Relationship Management- 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.
Performance Management & Reporting- 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.
About You- 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.
Why Rocket Travel by Agoda?- Work with a global team passionate about delivering exceptional travel experiences.
- 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.
General Employment Requirements- Authorized to work in the US and able to work from our Chicago office
