Customer Operations and Analytics Manager

Rocket Travel is looking for a Customer Operations & Analytics Manager to join our growing BizOps team. In this role, you will work cross functionally with the Operations team at Rocket. The BizOps team is synonymous with data: using data to investigate bottlenecks, build strategies regarding service level, forecast future staffing success, and even tell stories about customers and their journeys through our product funnels. 

• 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, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.
• Total Compensation is based on experience -  Salary: $90k - $120k + Bonus: 15% - 20% 
• Can have a flexible work schedule. We have great offices in Chicago’s West Loop and in NYC’s Empire State building, 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

• Be an advocate for the Customer Experience.  Use the Voice of the Customer to lead simultaneous projects and facilitate swift execution of improvements, upgrades, and priorities.
• Create a customer loyalty culture based on data that improves Rocket Travel’s business position.
• Creatively aggregate various data sources and inputs to create compelling stories, influencing the customer experience (CX) culture.  
• Drive data governance and integrity throughout the business and systems to ensure data integrity and reporting accuracy.
• Recommend and own the metrics and their definitions including loyalty measurements, productive analysis that drive operational decisions.

• Work closely with our Operations team. As a tech company first and foremost, part of your role will be to engage with leaders on the Operations side to help prioritize and make decisions based on both qualitative and quantitative data.
• Manage your own deadlines across projects. There will be short turnarounds for some projects, and longer engagements for others. You know how to manage your time and balance both.
• Provide thoughtful insights.   We love our data!  You can highlight valuable information and identify what is most impactful to support VOC reporting and analytics.
• Be scrappy. We’re a small team and often wear many hats. Some projects may not be completely defined. This individual will take a resourceful approach to what’s needed and drive results.

• Business Intelligence is your expertise! You have 3+ years as a data analyst building complex problems with SQL or a BI tool.  
• Customer focused - Experience in a call center environment is highly valued.  
• Demonstrated expertise and accomplishment in statistics, best practices in data management, data modeling and predictive analytics.  
• You are a storyteller - taking a complex set of inputs and using your 3+ years of data mining and visualization tools to create flexible dashboards that allow business users to run the business. You are an expert in data management and visualization tools.  
• Detail oriented - lots of people can write reports, create visualizations but you are fanatical about documenting, data cleansing and governance, validating accuracy.
• You put the customer front and center.  You are passionate about simplifying, organizing, and building processes to support the customer. CX certification is a plus.
• You are a natural problem solver. You are comfortable with ambiguity and are great both at asking questions and finding the answers. You are comfortable with getting your hands dirty to solve a problem.
• You seek feedback. You have a growth mindset, are comfortable soliciting thoughts from others, and are curious to learn from a spectrum of perspectives.
• Get Stuff Done  Success in this role is determinant on being able to lead and align large organizations across the world.
• Experience in Customer Service, Call Center, Customer Experience desired.  

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—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.