Product Operations Analyst

| Chicago
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Rocketmiles is seeking a Technical Resolution Manager to join our growing product team in our West Loop headquarters. The Technical Resolution Manager is a cross-functional role spanning finance and operations. The role is responsible for advanced knowledge and management of projects related to customer technical issues, accruals and redemption of loyalty rewards, and supplier accounting support. The Technical Resolution Manager must be able to write SQL code to extract key data from our systems to support binding decisions on matters of finance. The role also includes interacting with customers, customer service agents, product owners, product developers, finance, and partnership teams in order to identify and resolve partner and supplier issues.

Key Responsibilities:

  • Supplier Accounting Support
  • Manage supplier dispute resolution process from end to end
  • Work with Accounts Payable to reconcile hotel supplier statements for payment, investigate discrepancies for potential dispute, and follow-through on unresolved disputes with suppliers and case handling team
  • Work with Accounts Receivable to facilitate processing of Turismo + forward distribution bookings (includes accepting reservations in Agoda portal, and disputing $0 charges to collect additional funds from Agoda)
  • Decide on recourse action by determining responsibility of system or mapping errors and makes determination of reimbursement from our strategic partners
  • Manage operational side of mapping issues, and make binding decisions on proper payment via accounting role
  • Write and commit SQL code to extract data from our database
  • Turismo Provider Exclusion Lists
  • Design and direct room mapping fixes with Agoda for Turismo product
  • Manage list for Nationality Specific rates
  • Accruals Customer Claims
  • Investigate claims of missing miles to determine cause of error
  • Review admin accrual files
  • Manage claim cases directly with external Business Partner from case opening to resolution.
  • OPS Technical Support Backup
  • Support of CL systems (telephony and Salesforce) and CL Help Tickets
  • Other duties as assigned


  • SQL programming language proficiency is required
  • Ability to gain deep understanding of technical and accounting processes, tools, and data is required
  • Ability to coordinate and communicate professionally with internal leaders and external business partners
  • Fine attention to detail
  • Interest in developing fuller technical and/or accounting skills and knowledge is preferred
  • Strong familiarity with Rocket products is a plus

Supervisory Responsibility: None

Travel: Requires 5% domestic travel

Work Schedule: Typical work days are Monday through Friday, work hours to be confirmed with your manager

Rocketmiles is a place where you:

  • Own decisions and take action that can be implemented in a matter of days (or hours)
  • Assume lots of responsibilities early on in your career and grow professionally with experienced business, design, and technology teammates in a workspace built upon trust
  • Work with a group of intrinsically motivated people with a track record for building successful new businesses from scratch
  • Receive a competitive compensation package, including bonus, 401k, health, and dental insurance
  • Get inspired and encouraged to vacation faster, with an annual vacation stipend
  • Share your passion for travel with similar-minded people
  • Work within the largest online travel company in the world (Booking Holdings) at the pace of the fastest growing startup within the family, with a high impact on customers
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641 W Lake, Chicago, IL 60661

What are Rocketmiles Perks + Benefits

Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Team workouts
Rocketmiles' team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Rocketmiles hosts company outings Monthly.
Game Room
Our game room includes Ping Pong, Video Games.
Stocked Kitchen
Happy Hours
Pet Friendly
Rocketmiles' pet policy is dog friendly daily.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.

Additional Perks + Benefits

Vacation credits • Flexible work schedules • Competitive salary and bonus structure • Monthly cell-phone stipend • Stocked kitchen, keg and fridge • Work with intrinsically motivated folks with a track record for building new businesses from scratch • Frequent professional development opportunities, happy hours, live-band karaoke, Smash Brothers competitions, and ping-pong tournaments.

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