Partnership Support Specialist (Rocket Travel by Agoda)

Partnership Support Specialist

Chicago, IL

About Rocket Travel by Agoda

Rocket Travel by Agoda is a travel technology company founded in 2012 under our flagship consumer facing product, rocketmiles.com. Since then, we have evolved to partner with some of the largest consumer travel brands in the world 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 range from world-class airlines to international banks to large-scale shopping platforms. We help our partners develop successful go-to-market strategies through marketing expertise and data to support their overall growth.

We attract customers from every corner of the globe with a seamless user experience that's built in-house from ideation to finished product: our team includes front- and back-end developers, customer service, data analysts, designers, marketers, accountants, partnership sales, and managers.

Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career, and expand their knowledge working alongside talented, dedicated colleagues. We encourage all applicants with a touch of wanderlust to apply to our team, as we work toward helping our travelers reach the vacation of their dreams.

About the team:

• 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.

The Opportunity:

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.

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.

What you'll need to succeed:

• 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.
• 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/PMI certification 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.

Diversity at Rocket Travel by Agoda

Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career. We encourage all applicants looking to expand their knowledge working alongside talented, dedicated colleagues to apply to our team.

Note on general employment requirements

Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and must be able to work a hybrid work schedule with 2-3 days per week in our Chicago office.

Equal Opportunity Employer

At Rocket Travel by Agoda, we pride ourselves on being companies 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 Rocket Travel by Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunities 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. We will 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 Rocket Travel by Agoda's privacy policy. Find our applicant policy here:

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.