Partnership Support Specialist (Rocket Travel by Agoda)

You will manage operational delivery and cross-functional execution for assigned strategic partnerships, with a focus on enterprise financial-institution partnerships and other large accounts. This role is responsible for evaluating partner operational needs, prioritizing issues and initiatives based on business impact, coordinating cross-functional resolution, and leading implementation and operational readiness activities. You will serve as an internal operational lead for accounts, exercising independent judgment in identifying risks, recommending solutions, and driving high-quality execution across partner initiatives. Empowering the world's leading companies to reward every traveler’s journey, Rocket Travel by Agoda is a trailblazer of travel technology—delivering unmatched loyalty solutions with speed, innovation, and a culture that champions inclusivity, collaboration, and excellence at every step. Here is how we work:

• Work with a group of intrinsically motivated people with a track record for building successful new businesses from scratch. - Embody curiosity, community, and accountability. We live and build products by these values every day. - Own decisions and take action that can be implemented in a matter of days (or hours). - Get inspired and encouraged to vacation faster, with an annual vacation stipend. - Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance. - Chicago hybrid (required). We have an amazing office in the Chicago West Loop. We have a hybrid team and a flexible work environment, with 3 days in office and 2 remote days. Must be based in Chicago or willing to relocate. - Share your passion for travel with equally adventurous teammates. - Work within the largest online travel company in the world. Rocket Travel creates B2C and B2B2C travel products and is part of Booking Holdings (BKNG). We have many worldwide partners and a diversified business. As Partnership Support Specialist at Rocket Travel by Agoda, you will:

Partner Support & Operations

• Serve as the internal operational lead for assigned partners, evaluating and prioritizing partner operational issues, determining appropriate escalation paths, and coordinating resolution through JIRA or equivalent systems. - Triage product and  customer service escalations, identify business and partner impact, and drive cross-functional remediation with Product, Engineering, and Customer Service teams through resolution. - Manage service expectations, escalation workflows, and issue resolution priorities for assigned accounts; provide Partner Managers with clear, timely updates and recommended next steps for partner communication. - Develop and maintain structured operational handoffs, communication frameworks, and documentation standards that support consistent partner delivery and internal alignment. Project Management

• Lead operational planning and project delivery for assigned  partner initiatives, including timelines, dependencies, deliverables, and readiness requirements. - Facilitate cross-functional project working sessions, drive alignment on responsibilities and deadlines, and ensure key decisions, risks, and actions are documented and advanced to completion. - Monitor project progress, assess risks and implementation challenges, recommend mitigation plans, and escalate issues or resource needs as appropriate. - Lead partner implementation planning and operational readiness reviews to ensure successful launches and enhancements. Reporting & Analysis

• Own dashboards and recurring reporting for assigned partnerships, ensuring data integrity, meaningful performance visibility, and timely delivery of insights to stakeholders. - Analyze partner performance trends, identify anomalies and operational risks, and communicate findings and recommendations to internal stakeholders. - Use SQL and analytics tools to investigate data issues, validate business outcomes, identify root causes, and inform operational and strategic recommendations. Campaign & Product Support

• Oversee operational readiness for partner marketing and promotional campaigns, including requirements review, implementation coordination, quality validation, and launch support. - Partner with Product and Engineering on feature rollouts, assess launch readiness and operational impact, and develop clear implementation and partner-facing documentation. Process Improvement & Documentation

• Develop, refine, and maintain playbooks, onboarding guides, SOPs, and operating materials that improve consistency, scalability, and execution quality across partnerships. - Evaluate existing partner workflows, identify opportunities to automate or streamline operations, and lead process improvement initiatives that enhance efficiency, service quality, and partner experience. About you:

• 3+ years of experience in partnership operations, business operations, implementation, project management, consulting, or a related function supporting complex partner or client relationships. - Bachelor's Degree  in appropriate field of study or equivalent work experience. - Strong problem-solving and business judgment skills, with the ability to navigate ambiguity, assess impact, and drive results. - Strong relationship management and interpersonal skills, with the ability to influence cross-functional stakeholders and build trust across teams. - Strong relationship management and interpersonal skills, with the ability to influence cross-functional stakeholders and build trust across teams. - Curious, data-driven, and energized by fast-paced environments; experience using SQL and analytics tools to support decision-making is preferred. - Highly organized and detail-oriented, with the ability to independently manage multiple priorities, deadlines, and cross-functional workstreams. - PMP/PMIcertification or formal project management training is a plus. 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.

The annual salary range for the Chicago-metro area is $77,000-104,000.

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 you are authorized to work in the U.S. For more information, please view: E-Verify Participation Poster (English/Spanish) and IER Right to Work Poster (English/Spanish)