Partner Success Manager (Rocket Travel by Agoda)

Agoda; Chicago, Northern (IL, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Bonus

401k with match

Health benefits

Hybrid work environment

Job summary

Rocket Travel by Agoda seeks a Partner Success Manager (Operations & Service Delivery) in Chicago to manage large-scale enterprise partners, ensure exceptional service delivery, and meet KPIs. You will be a primary operational contact, collaborating with internal teams to drive program success and a seamless customer experience.

The role requires 2+ years in partner management, a business degree (MBA preferred), and strong stakeholder management.

Qualifications

• 2+ years in partner or enterprise account management, ideally with large-scale clients.
• Bachelor’s degree; MBA preferred.
• Proven experience managing service delivery, SLAs, and KPIs.
• Strong relationship-building and stakeholder management skills.
• Analytical and data-driven with ability to synthesize information.
• Strong communication and ability to influence senior stakeholders.

Responsibilities

• Own end-to-end operational relationship with assigned partners, including onboarding and ongoing service delivery.
• Monitor, report, and drive performance against SLAs and KPIs.
• Identify and resolve operational issues; escalate as needed for partner satisfaction.
• Collaborate with Operations, Enablement, Project, Commercial and Support teams to deliver on partner requirements.
• Build and maintain trust-based relationships with client program owners and understand their goals and challenges.
• Provide data-driven insights and recommendations to optimize service delivery and customer experience.

Skills

Partner management

Enterprise account management

Relationship building

Stakeholder management

Analytical thinking

Project management

Education

Bachelor's degree; MBA preferred

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.

About Rocket Travel by AgodaRocket 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.

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.
• 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.

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 Chicago’s West Loop.
• Opportunities for growth within the world’s 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

Equal Opportunity EmployerRocket 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/required. In 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$60,000-$90,000, determined by a candidate's fit and experience.

E-Verify Program Participant

We are an E-Verify employer – meaning that your Form I-9 information will be provided to the federal government to confirm that youare authorized towork in the U.S.

For more information, view:E-Verify Participation PosterandIER Right to Work Poster.

Please review our Hiring Process Guidelines before your interview —

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.

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 privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s 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.