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Rocket Travel by Agoda · 20 hours ago

Technical Program Manager, Partner Delivery, Chicago based

Chicago, IL

Full-time

Onsite

Mid, Senior Level

$115K/yr - $145K/yr

5+ years exp

Rocket Travel by Agoda (RTA) is a subsidiary of Agoda, focused on delivering innovative travel solutions tailored to partners and customers worldwide. The Technical Program Manager will lead cross-functional teams to deliver complex technology projects, ensuring alignment between engineering, product, and stakeholder requirements while driving program execution and managing risks.

E-CommerceInformation TechnologyInternet

Growth Opportunities

No H1B

Responsibilities

Own continuous delivery and operational success of key enterprise partner accounts, ensuring all periodic release delivery commitments, Digital SLAs, and quality standards are met

Serve as the primary technical liaison for partners, managing communications, requests, risks, and expectations regarding technology delivery

Participate in road mapping and planning of releases of new features from technical perspective – e.g., estimation, test planning

Own technical execution of the release delivery process of new features, enhancements, and platform updates for partner solutions — collaborating with various Product and Engineering Teams throughout the process – test execution, configuration management / deployment

Manage and prioritize escalations based on urgency and business impact, ensuring timely resolution and clear communication

Monitor and report on Digital SLAs including website uptimes to meet partner commitments

Develop and implement process improvements to enhance service delivery, reliability, and scalability

Maintain and update partner documentation (e.g., Confluence pages, UAT account info, release notes)

Lead blameless lessons-learned and continuous improvement initiatives

Coordinate with internal teams (B2B support, Platform Engineering, QA, Partner Product, Platform Product) to deliver on partner commitments and resolve issues by evolving current processes

Lead sprint reviews and support team meetings to ensure alignment and progress on partner priorities

Balanced time zone syncs will be required between North America and APAC to maintain regional alignment

Foster a culture of accountability, collaboration, and continuous learning

Qualification

Technical Program ManagementEscalation ManagementProcess ImprovementCross-Functional Team LeadershipJiraConfluenceData-Driven Decision MakingAnalytical SkillsCommunicationProblem-SolvingAdaptability

Required

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 partners with stringent SLAs

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 project management tools (e.g., Jira, Confluence)

Bachelor's degree in a technical or related field; advanced degree a plus