Project Support Analyst

Rocket Travel is looking for a Project Support Analyst to join our growing Partnerships team. This is a support role who will be responsible for assisting the commercial team and our external partners to fulfill business-critical service requests and day-to-day partner management including report and documentation creation and delivery, data analysis and partner service request resolution. This is a brand new role at Rocket Travel, and you will have the ability to shape the role and your impact on the organization.

The Project Support Analyst role reports into the Director of Enterprise at Rocket Travel.  

• 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: $60k - $80k + Bonus: 30%  
• 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

• Effectively analyze and facilitate resolution of incoming partnership support requests in JIRA, reviewing request trends and resolution rates on a regular basis. Tasks could include but are not limited to:

• Data analysis and trend identification
• Product escalations
• Customer service escalations
• Create reports and dashboards in a variety of Business Intelligence tools and proactively monitor the business performance of key accounts and alert team members for corrective action as needed
• Monitor scheduled report sends and triage issues, seeking to ensure accurate and timely delivery of large suite of reports for our partners 
• Prioritize, triage and track business performance for an assigned book of business on a daily, weekly, monthly and quarterly basis and provide detailed reports and supporting documentation as required by senior leaders to support the strategic objectives of the Enterprise Partnerships team 
• Works with the Partnerships team to provide commercial support required to advance business objectives and support the needs of all customer channels
• Maintain a hyper focus on our partners and their customers

• Develop an intake process for partnership support requests in JIRA

• Identify and implement opportunities for process improvement

• Execute sound problem solving and judgment

• Bachelor's Degree in appropriate field of study (or equivalent work experience), plus 2 - 3  years of proven work experience in a sales support role   

• Excellent communication skills when communicating digitally or verbally
• Hyper detail oriented, regimented and thorough
• Highly flexible and capable of navigating complex issues in a dynamic environment
• Advanced analytical skills to support the optimization of varied business opportunities and ability to effectively prioritize tasks - SQL experience a plus!
• Ability to manage multiple tasks and projects simultaneously, prioritize time effectively, and pivot quickly where business needs demand it
• Curious, data driven and energized by fast-paced data-driven working environments
• Passion for 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—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.