Partner Success Manager (Rocket Travel by Agoda)

About Agoda

Agoda is an online travel booking platform for accommodations flights and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide plus flights activities and more. Based in Asia and part of Booking Holdings our 7100 employees representing 95 nationalities in 27 markets foster a work environment rich in diversity creativity and collaboration. We innovate through a culture of experimentation and ownershipenhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel

We believe travel allows people to enjoy learn and experience more of the amazing world we live in. It brings individuals and cultures closer together fostering empathy understanding and happiness.
We are a skillful driven and diverse team from across the globe united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships we aim to make travel easy and rewarding for everyone.

About Rocket Travel by Agoda
Rocket Travel by Agoda a subsidiary of Agoda and part of Booking Holdings is a travel technology company founded in 2012. We partner with some of the worlds largest consumer travel brands creating white-label solutions that allow customers to earn and redeem miles and points for booking hotels rental cars flights and activities. Our global partnerships span world-class airlines international banks and large-scale shopping platforms. We help our partners develop successful go-to-market strategies through marketing expertise and data-driven insights to support their growth.

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 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 Responsibilities

Operational 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.
• Bachelors 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 Chicagos West Loop.
• Opportunities for growth within the worlds largest online travel company.

General Employment Requirements

• Authorized to work in the US and able to work from our Chicago office
• Must meet all Visa Requirements

Additional specific qualifications for internal applicants:

• At least 12 months in current role as People Manager at Agoda. (only Manager & above can apply)
• Meeting or exceeding expectations in the last performance review andmust notbe a part of any PIP nor have been served with any verbal/written warning in the last 12 months.
• Excellent interpersonal skills and the confidence to deal with peopleat all levels.
• Please refer toAgoda Internal Hiring Guidelinesbefore applying

Location: We are welcoming applications from all locations. Relocation support will be provided and discussed upon candidates success in the selection process.

Shift/Working Days: Regular Shift (Chicago timezone)

Application Deadline: On a rolling basis (Please note that while we open this position on a rolling basis the deadline can be amended as per the hiring managers discretion and hiring needs.)

As we are looking for internal applicants the candidate must not be a part of any PIP nor have been served with any written warning in the last12months.

Please note if you qualify for the next stage an eligibility information will be requested from the People Operation team in order to proceed.

Please contact if you have any questions.

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Equal Opportunity Employer
Rocket Travel by Agoda is committed to diversity equity and inclusion. We welcome applicants from all backgrounds and provide equal employment opportunities regardless of legally protected characteristics.

There are a variety of factors that go into determining a salary range including but not limited to external market benchmark data geographic location and years of experience sought/ addition to a competitive base salary roles are eligible to be considered for an annual bonus and RSU package. Potential benefits include a competitive retirement plan medical/dental plans and life insurance among others.

The annual salary range for the local area is$60000-$90000 determined by a candidates fit and experience.

Discover more about working at Agoda

• Agoda Careershttps://
• Facebookhttps:// Opportunity Employer

  At Agoda we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a persons merit and qualifications. We are committed to providing equal employment opportunity regardless of sex age race color national origin religion marital status pregnancy sexual orientation gender identity disability citizenship veteran or military status and other legally protected characteristics.

  Wewill keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our .

  Disclaimer

  We do not accept any terms or conditions nor do we recognize any agencys representation of a candidate from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.