The Opportunity:

The Head of Operational Partner Success is a senior leadership role responsible for guiding a team to ensure the success of operational partnerships. This strategic position requires expertise in stakeholder and client management, as well as leadership in areas such as client relationships, internal collaboration, support team oversight, process improvement, and data analysis. The role is critical in aligning operational processes with business goals to deliver exceptional value to partners and clients.

Based in Chicago, the role demands strong skills in customer service, client partnerships, and stakeholder management. As a people leader, the focus is on enabling local teams to succeed. The ideal candidate will bring vision, curiosity, analytical expertise, a tech-driven mindset, and lead by example. You will manage a small team of partner success managers in North America, contributing to both the Customer Support leadership team and the North American leadership team at Rocket Travel by Agoda.

This position is open to local and international candidates, with a relocation package and Work Authorization sponsorship available for the right candidate to ensure a smooth transition to Chicago.

Get to Know our Team: 

Agoda’s Customer Experience Group understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer, partner and client with multiple support channels and a strong desire to serve. We quickly adapt to challenges by collaborating with other teams and experimenting with everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to the core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

In this Role, you'll get to: 

• Empower Your Team: Lead and inspire your team by committing to coaching, providing constructive feedback, and recognising achievements. Facilitate brilliant outcomes to help your direct reports, their teams, and the entire organisation succeed.
• Drive Continuous Improvement: Proactively identify opportunities for process enhancements and optimizations. Be willing to experiment, iterate, and learn along the way to drive operational efficiency and effectiveness.
• Partner with win/win mindset: Successfully partner with clients and senior internal stakeholders and the wider CEG team for program success. Align vision for servicing and ensure teams are collaborating towards shared goals with a customer-first mindset.
• Collaborate Across Boundaries: Work closely with global colleagues and internal teams to ensure seamless integration and alignment between operational processes and business objectives, delivering better outcomes together.
• Align with Strategic Vision: Communicate and connect your team to the company's vision and strategy, making these relevant and digestible for local teams to ensure alignment and understanding.
• Lead with Purpose: Guide your team in achieving key outcomes related to client relationship management, process improvement, and data-driven decision-making, ensuring high performance and customer satisfaction.
• Cultivate a Positive Culture: Create and nurture a team culture that is highly engaged and effective. Encourage open communication, idea sharing, and challenging the status quo to foster innovation and growth.
• Embrace Risk and Learning: Be unafraid to ask for help, willing to fail fast, and ready to take calculated risks when necessary to drive progress and innovation.
• Ensure a Supportive Environment: Maintain a safe, friendly working environment that encourages team members to speak up, share ideas, and challenge existing processes for continuous improvement.
• Uphold Compliance and Values: Ensure company compliance requirements and initiatives are upheld and supported 100%, while embracing and promoting the organization's mission and values.

What You'll Need to Succeed:

• Significant stakeholder/client and leadership experience are essential
• Proven experience in a senior leadership role with a focus on team development and operational success.
• Strong background in multi-channel Contact Center Operations: demonstrated experience leading teams at scale within a Contact Center environment
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve centre efficiency and staff performance
• Strong analytical skills with the ability to interpret complex data and make informed decisions.
• Excellent verbal and written communication skills in English
• Excellent listening skills, critical thinking, and problem solver with attention to detail
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with clients, senior stakeholders and other departments in Asia
• Must be able to handle multiple projects and effectively manage different timelines
• Must be an assertive team player with high energy to work in a fast-paced environment

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 $138,000-$206,000, determined by a candidate's fit and experience.