Sr. Product Operations Manager
Rocket Travel is looking for a Sr. Product Operations Manager to join our Operations team. In this role, you’ll work closely with our Customer Loyalty Team, Technical Support Team (Pit Crew), Training and Quality teams to optimize customer experience for a growing travel brand e-commerce company.
Rocket Travel is a place where you:
- Work with a group of intrinsically motivated people with a track record for building successful new businesses from scratch.
- Embody curiosity, community, and accountability. We live and build products by these values every day.
- Own decisions and take action that can be implemented in a matter of days (or hours).
- Get inspired and encouraged to vacation faster, with an annual vacation stipend.
- Receive a competitive compensation package, including bonus, equity, 401k with match, flexible vacation time, maternity/paternity benefits, health, and dental insurance.
- Total Compensation is based on experience & negotiable - Salary: $70k - $100k + Bonus: 20% - 25%
- Can have a flexible work schedule. We have an amazing office in the Chicago West Loop, which this position is based in. We have a hybrid team and a flexible work environment.
- Share your passion for travel with equally adventurous teammates.
- Work within the largest online travel company in the world. Rocket Travel creates B2C and B2B2C travel products and is part of Booking Holdings (BKNG). We have many worldwide partners and a diversified business. Despite the world’s current situation, Booking Holdings has been rated the healthiest company in travel, and Rocket itself is already seeing travel demand surpass pre-pandemic levels
As a Sr. Product Operations Manager at Rocket Travel, you will:
- Champion Customer Experience. Driving customer experience optimization. Using the voice of the customer lead simultaneous projects, influence decision makers, and facilitate swift execution of product changes, upgrades and priorities.
- Partner with Technical Teams and Customer Loyalty. as the lead business partner for the technical support team (Pit Crew) this team member represents the Customer Loyalty team and the VOC in cross-functional decision making.
- Delight New Partners from the Start of the Relationship. Develop and maintain on-boarding processes and the cascading of new information to the team members.
- Provide thoughtful insights. We love our data! This position will manage an analyst to support VOC product reporting and call center analytics.
- Own Customer Loyalty Tooling—develop and overall strategy for collection of customer data through tools i.e., CRM (SF.com), Cloud-based Telephony.
- Ensure Flawless Product Launches – we move fast, and new product launches fuel the Rocket. Lead customer loyalty product testing engagement. Synthesize the results and influence the outcome to support frictionless experience.
- Be scrappy. Some projects may not be completely defined. This individual will take a resourceful approach to what’s needed and drive results.
About you:
- You are a natural team leader and influence through accountability in engaging manner. 5 + years’ experience leading cross-functional and customer facing team.
- You put the customer front and center. You are passionate about simplifying, organizing, documenting customer needs, and building processes to support them.
- You are a project management wizard. 3 – 5 years leading optimization projects with tangible results. You know Agile? BONUS!
- You are a customer support professional. Serious about customer service tooling such as cloud-based telephony and CRM systems. SF.com certification highly desired.
- You exhibit managerial courage. You have a growth mindset and seek feedback, are comfortable navigating multiple points of view and not shy about sharing your own.
- You are highly organized and accountable. The team depends on you. You have a sense of professionalism that guides you. You can move quickly, while still being thoughtful and accurate. You can build/use templates and tools that create repeatable processes such as project management, spreadsheets and word processing (new stuff, no fear)
About Rocket Travel
We make travel more rewarding than anyone else
Rocket Travel awards customers for booking travel through our products, allowing people to earn or use loyalty benefits from their favorite loyalty programs.
Our journey
We began in 2013 with the same goal of making travel even more rewarding. This started with our bespoke Rocketmiles website, earning travelers their favorite airline loyalty miles for hotel bookings, and every year since, we’ve advanced our goal.
We now partner with over 60 loyalty programs that travelers can choose from, we build unique partner-branded travel sites, we offer the ability to earn and redeem loyalty rewards, we sit within Booking Holdings (BKNG)—the most experienced Group of travel companies in the world—and we continually grow the number of ways that people can book travel through us, from stays to cars and more.
Travel constantly evolves, opening additional opportunities to create rewarding experiences, and we intend to be at the forefront of building and innovating on those for travelers worldwide.
A diverse and global team
Our teammates work across the globe, in person and remotely. We have offices in Chicago, NYC, Bangkok, Bogota, Kuala Lumpur, Manila, and Cebu. No matter where people work, our main team-building goal is to create a diverse, equitable, and inclusive environment. We do that with a Diversity and Inclusion Committee, setting DEI hiring goals, investing in employee retention, and conducting regular team training that fosters collaboration and morale.
All of these efforts help ensure that we’re promoting a supportive workplace, where people are motivated to grow professionally and build rewarding travel experiences together.
Note on general employment requirements
Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and should be able to work the same daily working hours as our Chicago office.
A final word
If the idea of working within an environment that promotes accountability, curiosity, and community to build reward travel products sounds motivating to you, we would love to hear from you—even if you’re unable to meet 100% of the job requirements. We never expect people to have all of the answers, as long as they’re willing and able to learn and grow with us.