Partner Success Manager; Rocket

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same a and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

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 world’s 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 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.

• 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…