Technical Program Manager, Partner Support, Chicago based Chicago Based

Rocketmiles is a part of Booking Holdings, Inc; Chicago (IL); On-site; USD 115,000 - 145,000; Full time

Job summary

A leading company in the travel industry is seeking a Technical Program Manager to ensure operational excellence for enterprise partners. This role involves managing partner communications, resolving technical issues, and driving process improvements in a fast-paced environment. Candidates should have strong analytical skills and experience in program management, with a focus on delivering exceptional partner experiences.

Benefits

Competitive compensation and benefits package

Flexible work arrangements

Generous paid time off

Collaborative and innovative environment

Qualifications

• 5+ years of experience in technical program management or partner operations.
• Proven ability to lead cross-functional teams.
• Familiarity with cloud technologies and incident management best practices.

Responsibilities

• Triage and resolve partner-reported issues.
• Manage escalations based on urgency and business impact.
• Prepare and deliver regular SLA and incident reports.

Skills

Problem-solving

Communication

Analytical skills

Data-driven

Education

Bachelor’s degree in a technical or related field

Tools

Jira

Confluence

Job description

Technical Program Manager, Partner Support, Chicago based

Chicago Based

• Job Title: Technical Program Manager, Partner Support
• Location: Chicago
• Job Type: Full-Time
• Salary: $115k to $145k
• Visa Sponsorship: This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without current or future sponsorship.

About Rocket Travel by Agoda (RTA)

Rocket Travel by Agoda (RTA) is a subsidiary of Agoda, focused on delivering innovative travel solutions tailored to partners and customers worldwide. We specialize in creating white-label platforms and customized travel experiences that empower our partners to offer seamless booking and travel services.

As we expand our partner ecosystem, we are seeking an experienced Technical Program Manager to join our team. This role is crucial for ensuring delivery, support, and operational excellence for our key enterprise partners.

Overview

You will be the primary contact for partner coordination, technical issue management, releases, and cross-functional collaboration, ensuring high-quality service and continuous improvement. This role suits someone who thrives in a fast-paced environment, excels at problem-solving, and is committed to delivering exceptional partner experiences.

Key Responsibilities

• Triage, investigate, and resolve partner-reported issues, including UAT SSO problems and production incidents.
• Lead root cause analysis (RCA) for critical incidents, document findings, and drive corrective actions.
• Manage and prioritize escalations based on urgency and business impact, ensuring timely resolution and clear communication.

Partner Operations

• Serve as the main liaison for WL Enterprise partners, managing all communications, requests, and operational needs.
• Ownership of Certs (renewal and deployment), maintaining SLAs across all environments.

Reporting & Metrics

• Prepare and deliver regular SLA, incident, and quality metric reports for partners.
• Analyze operational data to identify trends, drive improvements, and ensure compliance with partner expectations.

Process Improvement & Documentation

• Maintain and update partner documentation (e.g., Confluence pages, UAT account info, release notes).
• Develop and implement process improvements to enhance service delivery, reliability, and scalability.
• Contribute to blameless post-mortems and continuous improvement initiatives.

Cross-Functional Collaboration

• Work closely with internal teams (B2B support, engineering, QA, product) to resolve issues and deliver on partner commitments.
• Lead sprint reviews and support team meetings to ensure alignment and progress on partner priorities.

Coaching & Mentorship

• Mentor team members on issue management, escalation handling, and partner communication best practices.

Who You Are

• Excellent communicator, able to convey complex technical issues clearly to both technical and non-technical audiences, including executives.
• Decisive and composed under pressure, with a proven ability to prioritize and execute tasks in high-stakes situations.
• Experienced in managing high-profile, high-impact escalations, driving loyalty and satisfaction.
• Proficient with tools such as Jira, Confluence, and reporting/observability platforms.
• Data-driven, with a focus on operational excellence and continuous improvement.
• Adaptable, collaborative, and eager to learn about new technologies and partner needs.

Qualifications

• 5+ years of experience in technical program management, escalation management, partner operations, or technical support roles (enterprise/B2B/SaaS preferred).
• Proven ability to lead cross-functional teams and manage complex partners with strict SLAs.
• Strong analytical and problem-solving skills, including root cause analysis and process optimization.
• Familiarity with enterprise software, cloud technologies, and incident management best practices.
• Experience with reporting, documentation, and project management tools (e.g., Jira, Confluence).
• Bachelor’s degree in a technical or related field; an advanced degree is a plus.

What We Offer

• Competitive compensation and benefits package
• Flexible work arrangements and generous paid time off
• Collaborative, innovative environment with growth opportunities
• Opportunity to make a direct impact on partner success and customer experience worldwide.

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