Technical Program Manager, Partner Support, Chicago based

• Job Title: Technical Program Manager, Partner Support
• Location: Chicago
• Job Type: Full-Time
• Salary: $115k to $145k

 

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. At RTA, we specialize in creating white-label platforms and customized travel experiences that empower our partners to offer seamless booking and travel services.

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

Overview

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

Key Responsibilities

Partner Operations 

• Serve as the main liaison for WL Enterprise partners, managing all communications, requests, and operational needs.
• Build and maintain strong relationships with partner stakeholders, ensuring satisfaction and alignment on business objectives.

Incident & Escalation Management

• 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.

Release & Environment coordination

• Coordinate monthly environment rotations and release cycles, ensuring all systems and documentation are up-to-date.
• Oversee production and UAT testing post-release, validating successful deployments and minimizing disruptions.

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 best practices for issue management, escalation handling, and partner communication.

 

Who You Are

• A skilled communicator, able to convey complex technical issues clearly to both technical and non-technical audiences, including executives.
• Decisive and calm under pressure, with a proven ability to prioritize and execute tasks in high-stakes situations.
• Experienced in managing high-profile, high-impact customer or partner escalations, driving loyalty and satisfaction.
• Technically proficient with tools such as Jira, Confluence, and reporting/observability platforms.
• Data-driven, with a strong 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).
• Demonstrated ability to lead cross-functional teams and manage complex partner relationships.
• Strong analytical and problem-solving skills, with experience in root cause analysis and process optimization.
• Familiarity with enterprise software, cloud technologies, and incident management best practices.
• Experience with reporting, documentation, and