Partner Success Manager — Enterprise Operations

Agoda; Chicago (IL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Bonus

401k with match

Flexible vacation

Comprehensive health benefits

Hybrid work in Chicago West Loop

Job summary

Agoda’s Rocket Travel by Agoda is seeking a Partner Success Manager (Operations & Service Delivery) in Chicago. In this hands-on, customer-facing role you will manage large enterprise partners, ensure superb service delivery, and meet SLAs and KPIs while coordinating with internal teams.

You will own onboarding, drive performance, build trusted relationships, and provide data-driven insights to optimize service.

Qualifications

• 2+ years of partner management or enterprise account management experience.
• 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.

Responsibilities

• Own the end-to-end operational relationship with assigned partners, ensuring onboarding, integration, and ongoing service delivery.
• Monitor, report, and drive performance against SLAs and 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.
• 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.

Skills

Partner management

Enterprise accounts

Relationship management

Data-driven analytics

Stakeholder management

Organizational skills

Project management

Communication skills

Education

Bachelor’s degree in Business Administration / related field; MBA preferred

Job description

Agoda’s Rocket Travel by Agoda is seeking a Partner Success Manager (Operations & Service Delivery) in Chicago. In this hands-on, customer-facing role you will manage large enterprise partners, ensure superb service delivery, and meet SLAs and KPIs while coordinating with internal teams.

You will own onboarding, drive performance, build trusted relationships, and provide data-driven insights to optimize service.