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Despegar is a travel technology platform that has revolutionized how people book travel across Latin America for over 25 years. Part of the Prosus ecosystem, the company connects millions of users with travel experiences through innovative technology.
The Partner Operations Analyst role is the first point of contact for partner and Market Manager requests. You will diagnose issues, identify root causes, assess urgency and commercial impact, and drive resolution. Key responsibilities include:
• Intake and diagnosis: Receive partner demands, gather evidence, and identify cause, urgency, and business impact
• Case resolution: Resolve issues within scope and escalate complex cases with complete diagnosis, evidence, and follow-up to closure
• Account configuration: Support partner onboarding and maintenance of content, rooms, policies, access, and extranet settings
• Commercial agreement execution: Load and validate rates, availability, and promotions per agreed terms
• Reservation and payment investigation: Investigate booking incidents, cancellations, charges, billing, and payments; coordinate with responsible teams
• Proactive communication: Keep partners informed of status, next steps, and timelines; translate technical or financial topics clearly
• Case management discipline: Document and maintain updated cases, owners, commitments, and evidence in CRM and ticketing tools
• Cross-functional collaboration: Work with Finance, Reservations, Support, Connectivity, Product, and Technology teams on complex cases
• Continuous improvement: Identify recurring issues and propose improvements, automation, and self-service solutions to reduce rework
The role offers real autonomy to make decisions and drive impact from day one, a learning-focused culture, a collaborative and cross-functional team, and growth opportunities within the global Prosus ecosystem.
REQUIREMENTS:
• 2–4 years of experience in Customer Operations, Customer Success, B2B support, hospitality, or partner operations
• Analytical capability to gather evidence, identify root cause, and prioritize by impact
• Experience with CRM and ticketing tools (HubSpot, ServiceNow, Jira, or equivalent)
• Ability to manage multiple concurrent demands and commitments
• Clear communication, active listening, empathy, and solution orientation
• Ownership mindset: maintain follow-up even when resolution depends on another team
• Knowledge of hospitality, OTAs, extranets, rates, promotions, reservations, and payments is a differentiator
