Partner Operations Analyst

Role summary

Despegar, part of the Prosus ecosystem, is seeking a Partner Operations Analyst with 2-4 years of experience in Customer Operations, Customer Success, B2B support, hospitality, or partner operations. The role involves collaborating with Market Management to ensure reliable operations and consistent partner experiences. Responsibilities include initial diagnosis and follow-up on extranet, content, rates, promotions, bookings, cancellations, collections, and payments. The analyst will handle partner inquiries, resolve cases within scope, escalate complex issues, configure accounts, validate commercial agreements, investigate booking and payment incidents, and communicate proactively with partners. A key aspect is documenting and updating cases in CRM and ticketing tools, and collaborating with various internal teams (Finance, Reservations, Product, Technology) to resolve complex issues. The role also focuses on identifying recurring issues and proposing improvements, automation, and self-service solutions. Desired skills include strong analytical capabilities, CRM/ticketing tool experience (HubSpot, ServiceNow, Jira), organizational skills, clear communication, active listening, empathy, solution orientation, and a strong sense of ownership. Knowledge of hospitality, OTAs, extranets, rates, promotions, bookings, and payments is a plus.