Product Operations Analyst at Rocket Travel, Inc

| 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 + Priceline.com 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

Qualifications:

  • 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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Location

A former industrial zone, now a hip dining and nightlife hotspot. Rocketmiles is located right at the heart of Fulton Market easy access by the L.

An Insider's view of Rocket Travel, Inc

What are some social events your company does?

We actually had the opportunity to reunite in person, while socially distanced on the Chicago River. Rocketmiles' own kayak master Kyle arranged a nighttime trip down the river for us to paddle by the bright city lights. It was so good to finally see each other face-to-6-feet-away-face again.

Carolina

People Operations Coordinator

What does your typical day look like?

My favorite part of my job at Rocket is a blend of working with extremely confident, intelligent, and committed people and always having multiple things to work on. Each day is full of new challenges which gives me the opportunity to learn an incredible amount.

Eva Martinuzzi

QA Engineer

How does the company support your career growth?

When you work with really, really talented people, sometimes you just want to show off their work. Our experienced designer Joe created a comic book take on the Design Team. Heroes of UX, saving our customers from the perils of bad design all day every day

Chelsea Hottovy

Social Media Stratesgist

How do you make yourself accessible to the rest of the team?

Everything from virtual hangouts to wellness check-ins have worked well, but don't necessarily replace the innovation and collaboration from "random office chats." Making it a habit to hop on a videocall or chat conversation with someone you haven't spoken to in a while can help alleviate some of that pain.

Simon Qin

CPO

How does your team reward individual success?

Each month, the company nominates Unsung Heroes—those who are always there to jump in with an extra set of hands, who patiently explain any question, who help us excel, even if they don't always work on the flashiest projects, and might not always get the recognition they deserve.

Chris Stone

Head of People Operations

What are Rocket Travel, Inc Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Rocketmiles works hard to improve our D&I initiatives by unpacking the cultural foundations of bias, learning to recognize where it exists in our own culture and ourselves.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Rocketmiles employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Rocketmiles' team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Rocketmiles. provides 12 weeks of leave for any parent no matter how you had the child. (birth or adoption)
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Rocketmiles offers pre-tax commuter benefits for all employees, as well as a free bike sharing membership after one year of service.
Company Outings
Rocketmiles hosts company outings Monthly.
Game Room
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Fridays.
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

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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