Partnership Support Specialist; Rocket Agoda

Position: Partnership Support Specialist (Rocket Travel by Agoda)
About Rocket Travel by Agoda:

Rocket Travel by Agoda is the strategic partnerships arm of Agoda, part of Booking Holdings (NASDAQ: BKNG). Rocket Travel by Agoda partners with global brands to bring their customers rewarding and engaging travel experiences that deliver value, maximize rewards, and build customer loyalty for partners' brands.

Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career. We encourage all applicants looking to expand their knowledge working alongside talented, dedicated colleagues to apply to our team.

Position Summary:

You will manage operational delivery and cross-functional execution for assigned strategic partnerships, with a focus on enterprise financial-institution partnerships and other large accounts. This role is responsible for evaluating partner operational needs, prioritizing issues and initiatives based on business impact, coordinating cross-functional resolution, and leading implementation and operational readiness activities. You will serve as an internal operational lead for accounts, exercising independent judgment in identifying risks, recommending solutions, and driving high-quality execution across partner initiatives.

Empowering the world's leading companies to reward every traveler's journey, Rocket Travel by Agoda is a trailblazer of travel technology-delivering unmatched loyalty solutions with speed, innovation, and a culture that champions inclusivity, collaboration, and excellence at every step. Here is how we work:

* Work with a group of intrinsically motivated people with a track record for building successful new businesses from scratch.

* Embody curiosity, community, and accountability. We live and build products by these values every day.

* Own decisions and take action that can be implemented in a matter of days (or hours).

* Get inspired and encouraged to vacation faster, with an annual vacation stipend.

* Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.

* Chicago hybrid (required). We have an amazing office in the Chicago West Loop. We have a hybrid team and a flexible work environment, with 3 days in office and 2 remote days. Must be based in Chicago or willing to relocate.

* Share your passion for travel with equally adventurous teammates.

* Work within the largest online travel company in the world. Rocket Travel creates B2C and B2B2C travel products and is part of Booking Holdings (BKNG). We have many worldwide partners and a diversified business.

As Partnership Support Specialist at Rocket Travel by Agoda, you will:

Partner Support & Operations

* Serve as the internal operational lead for assigned partners, evaluating and prioritizing partner operational issues, determining appropriate escalation paths, and coordinating resolution through JIRA or equivalent systems.

* Triage product and  customer service escalations, identify business and partner impact, and drive cross-functional remediation with Product, Engineering, and Customer Service teams through resolution.

* Manage service expectations, escalation workflows, and issue resolution priorities for assigned accounts; provide Partner Managers with clear, timely updates and recommended next steps for partner communication.

* Develop and maintain structured operational handoffs, communication frameworks, and documentation standards that support consistent partner delivery and internal alignment.

Project Management

* Lead operational planning and project delivery for assigned  partner initiatives, including timelines, dependencies, deliverables, and readiness requirements.

* Facilitate cross-functional project working sessions, drive alignment on responsibilities and deadlines, and ensure key decisions, risks, and actions are documented and advanced to completion.

* Monitor project progress, assess risks and implementation challenges, recommend mitigation plans, and escalate issues or resource needs as appropriate.

* Lead partner implementation planning and operational…