Operations Specialist - Chicago

Get to Know Our Team

The B2B Commercial Strategy team helps shape the future direction of Booking Holdings Global B2B entity 

As an Operations Specialist you will be responsible for processing and coordinating operational requests and projects to support our B2B  partners (Managed and/or Self Serve) during the different parts of their partner journey; from sign-up, on-boarding and payouts to optimizing our internal and external partner Knowledge Center.  

You will be responsible for driving innovation and quality improvement projects and are expected to be an expert in one or more of the operations area: 

• Managed partners- contracting, payments, system administration
• Self Serve - partner analysis & experience, products, system administration

You are expected to lead by example by showing a positive can-do attitude and role modeling the principle of taking ownership.

Excellent communication and organizational skills are required in this role. 

You will be based in Winnipeg Canada reporting to your Team Lead / Manager within the B2B team

What You'll Be Doing:

• Support: Handling of operations ticket inbound from our Commercial team and Partners
• Projects: Innovate the existing processes by initiating and driving medium sized* projects to improve efficiency, quality and/or Partner experience
• Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation
• Apply critical thinking and independently drive improvements across the team
• Share knowledge and best practices across teams, both centrally and in the regions
• Creating and documenting the processes to be followed by the commercial teams and operational teams
• Handling of ticket inbound from Partners (Self Serve)
• Maintaining high service levels according to set SLA’s

Handles tickets and projects in one or more areas of expertise:

Managed Partners:

• Contracting: 
• Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners
• Leading medium sized projects (eg. on process innovation, legal templates and / or optimizing our tools)
• Train and support account managers in the processing and coordination of all Contracting requests 
• Payments: 
• Coordinate creation of credit slips and payment batches for all Partners
• Investigate payment issues and/or commission errors and come up with innovative, scalable solutions
• Dispute management 
• Perform pre-emptive account maintenance to prevent failed payments
• Using SQL queries combining tables, perform commission errors or data discrepancy investigations
• Train and support account managers and partners on all Financial and Payment requests 

Self Serve:

• Partner experience: 
• Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
• Analysis of Partner-facing campaigns and surveys  
• Work collaboratively with Business Performance team to align priorities 
• Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience 

What You'll Bring:

• Strong operational mindset required; 3+ relevant experience in Global Operations department preferred
• Strong project management skills, with experience leading cross-functional initiatives from planning through execution 
• Commercially minded and result driven;
• High learning ability;
• Highly organised, can work to deadlines and manage multiple and competing projects
• Clear communicator who can explain complex problems in a simple way to senior stakeholders
• Excellent attention to detail
• Thrives in a fast-paced and ambiguous environment
• High integrity, with an ability to develop deep and lasting internal relationships 
• Someone who can “Be Brave and Own It”: Independent, proactive and self-motivated 
• Skilled at managing expectations and securing internal resource
• Strong customer service ethos
• Drives high standards in themselves and in their colleagues
• High learning ability
• Good communication skills and fluency in both spoken and written English
• Proactive self starter with the ability and willingness to take ownership
• Very well-organized with a critical mind-set
• Bachelor degree or Masters Degree
• 1-5 years of experience 
• Analytical skills, able to build, interpret and action reports
• Good project management skills
• Experience working with Microsoft Word, Excel & MySQL , Salesforce and/or other systems is required;
• Specific skills/ knowledge applies based on function:
  • • Contracting: legal background preferred
    • Payments: SQL knowledge
    • Experience Salesforce or other CRM/ticketing systems required

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 equity grant. 

The range for Chicago is: $77,000 - $85,000 + Annual Bonus Potential + Benifits 

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) 

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 and must be able to work a hybrid work schedule with 2-3 days per week in the stated physical office (unless otherwise indicated).

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: https://www.rockettravel.com/privacy-policy

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)