Operations Specialist – Chicago

Agoda.com; Chicago (IL); On-site; USD 77,000 - 85,000; Full time

Benefits offered by this job

Annual Bonus

Equity grant

Benefits

Job summary

Agoda is seeking an Operations Specialist to support B2B partners across onboarding, payouts and knowledge centers. You will drive process improvements, manage projects, and coordinate with Legal, Privacy, Fraud, and Finance to ensure smooth operations from sign-up to ongoing partner support.

You will lead by example with ownership, communicate clearly, and coordinate with global teams. Strong analytical and Microsoft Office skills are essential, with experience in CRM systems.

Qualifications

• 3+ relevant experience in Global Operations or equivalent.
• Strong project management skills and ability to lead cross-functional initiatives from planning through execution.
• Commercially minded and result driven; high learning ability.
• Excellent attention to detail and ability to work to deadlines.
• Fluent in English, both spoken and written.

Responsibilities

• Support: Handling of operations ticket inbound from our Commercial team and Partners.
• Drive medium-sized projects to improve efficiency, quality and partner experience.
• Coordinate with Legal, Privacy and Fraud, Finance and Accounts Payables to ensure smooth contracting or financial processes.
• Apply critical thinking and independently drive improvements across the team.
• Share knowledge and best practices across teams, centrally and regionally.
• Create and document processes for the commercial and operational teams.
• Maintain high service levels according to SLA guidelines.
• Handle tickets inbound from Partners (Self Serve).
• Manage Partner experience analysis and campaigns to improve self-serve knowledge base.

Skills

Project management

Cross-functional leadership

Operational mindset

Communication skills

Analytical skills

SQL knowledge

Salesforce

Microsoft Word

Microsoft Excel

CRM/ticketing systems

Education

Bachelor degree or Masters Degree

Tools

MySQL

Salesforce

Microsoft Word

Microsoft Excel

Job description

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 at Agoda. Data 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.

Get to Know Our Team

The B2B Commercial Strategy team helps shape the future direction of Booking Holdings Global B2B entity.

As an Operations Specialist you will be responsible for processing and coordinating operational requests and projects to support our B2B partners (Managed and/or Self Serve) during the different parts of their partner journey; from sign-up, on-boarding and payouts to optimizing our internal and external partner Knowledge Center.

You will be responsible for driving innovation and quality improvement projects and are expected to be an expert in one or more of the operations area:

• Managed partners- contracting, payments, system administration
• Self Serve - partner analysis & experience, products, system administration

You are expected to lead by example by showing a positive can‑do attitude and role modeling the principle of taking ownership.

Excellent communication and organizational skills are required in this role.

You will be based in Winnipeg Canada reporting to your Team Lead / Manager within the B2B team.

What You'll Be Doing:

• Support: Handling of operations ticket inbound from our Commercial team and Partners
• Projects: Innovate the existing processes by initiating and driving medium sized* projects to improve efficiency, quality and/or Partner experience
• Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation
• Apply critical thinking and independently drive improvements across the team
• Share knowledge and best practices across teams, both centrally and in the regions
• Creating and documenting the processes to be followed by the commercial teams and operational teams
• Handling of ticket inbound from Partners (Self Serve)
• Maintaining high service levels according to set SLA’s

Handles tickets and projects in one or more areas of expertise:

Managed Partners:

• Contracting:
  • Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners
  • Leading medium sized projects (eg. on process innovation, legal templates and / or optimizing our tools)
  • Train and support account managers in the processing and coordination of all Contracting requests
• Payments:
  • Coordinate creation of credit slips and payment batches for all Partners
  • Investigate payment issues and/or commission errors and come up with innovative, scalable solutions
  • Dispute management
  • Perform pre-emptive account maintenance to prevent failed payments
  • Using SQL queries combining tables, perform commission errors or data discrepancy investigations
  • Train and support account managers and partners on all Financial and Payment requests

Self Serve:

• Partner experience:
  • Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
  • Analysis of Partner-facing campaigns and surveys
  • Work collaboratively with Business Performance team to align priorities
  • Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience

What You'll Bring:

• Strong operational mindset required; 3+ relevant experience in Global Operations department preferred
• Strong project management skills, with experience leading cross-functional initiatives from planning through execution
• Commercially minded and result driven;
• High learning ability;
• Highly organised, can work to deadlines and manage multiple and competing projects
• Clear communicator who can explain complex problems in a simple way to senior stakeholders
• Excellent attention to detail
• Thrives in a fast-paced and ambiguous environment
• High integrity, with an ability to develop deep and lasting internal relationships
• Someone who can “Be Brave and Own It”: Independent, proactive and self-motivated
• Skilled at managing expectations and securing internal resource
• Strong customer service ethos
• Drives high standards in themselves and in their colleagues
• High learning ability
• Good communication skills and fluency in both spoken and written English
• Proactive self starter with the ability and willingness to take ownership
• Very well-organized with a critical mind-set
• Bachelor degree or Masters Degree
• 1-5 years of experience
• Analytical skills, able to build, interpret and action reports
• Good project management skills
• Experience working with Microsoft Word, Excel & MySQL , Salesforce and/or other systems is required;
• Specific skills/ knowledge applies based on function:
  • • Contracting: legal background preferred
    • Payments: SQL knowledge
    • Experience Salesforce or other CRM/ticketing systems required

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/required. In addition to a competitive base salary, roles are eligible to be considered for an annual bonus and equity grant.

The range for Chicago is:$77,000 - $85,000 + Annual Bonus Potential + Benifits

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Discover more about working at Agoda

• Agoda Careershttps://careersatagoda.com
• Facebookhttps://www.facebook.com/agodacareers/
• LinkedInhttps://www.linkedin.com/company/agoda
• YouTubehttps://www.youtube.com/agodalife

Equal 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 person’s 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.

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