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.

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

Operational Partner Success Manager (Rocket Travel by Agoda)

Responsibilities

Qualification

Required

Benefits

Company

Agoda

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