JOB SUMMARY:
The Channel Partner Success Manager supports the Account Directors and Account Managers of Intermediaries/Channel Partners in day-to-day management and performance optimization of a portfolio of large travel partners. This role ensures partner satisfaction and increases revenue contribution by navigating day-to-day channel partner needs. The Manager acts as the primary liaison for channel partner performance and engagement. The Channel Partner Success Manager is an expert in distribution channels (GDS, direct connect, etc.), connectivity protocols and common hotel tech stacks, and is accountable for ensuring partners deliver against contractual commitments and commercial expectations. This position requires strong collaboration with various internal and cross-functional teams to ensure that all policies and procedures are correctly executed, resulting in effective service delivery in accordance with established goals.
RESPONSIBILITIES:
Channel Partner Management
Monitor partner performance and connectivity health using dashboards and KPIs (bookings, revenue, parity, rate visibility, etc.); escalate and coordinate corrective actions as necessary
Assist with RFP processes to ensure Choice hotel inventory and content is visible and optimized across partner platforms
Assist in partner governance, steering committees and quarterly business reviews that demonstrate program performance, connectivity health, and joint growth initiatives
Customer Success
Build and maintain strong working relationships with partner operations, product and commercial contacts; act as a reliable day-to-day partner advocate for Choice
Prepare and present operational and performance reports for partners and internal stakeholders (e.g. hotel segment leaders); translate data into clear, actionable recommendations to improve yield and partner satisfaction
Lead incident management and service recovery efforts, ensuring timely root-cause analysis and remediation
Partner Onboarding, Enablement & Technical Delivery
Manage technical onboarding and enablement for assigned partners, coordinating testing to ensure robust connectivity, mapping, rate parity and content quality
Serve as the primary operational contact for partner technical teams during implementation and ongoing operations; validate go-live readiness and post-launch stability
Create and maintain partner connectivity playbooks, runbooks and technical documentation to standardize implementations and troubleshooting
Portfolio Planning & Administration
Maintain accurate account and pipeline data in Salesforce; produce reliable forecasts and provide weekly/monthly revenue updates to leadership
Participate in sales, brand, product and system training
Support account strategies, detailed action plans and specific follow-up activities
QUALIFICATIONS:
Employment Experience
5+ years of experience in B2B account management, partner success, distribution/operations or technical account management within the travel, hospitality or technology sectors; experience working with TMCs, workforce lodging intermediaries or government travel partners preferred
Demonstrated success managing complex client relationships, informing long-term commercial strategies, and resolving operational escalations for large channel partners
Hands-on exposure to hotel RFP processes and commercial contract execution preferred
Technical Skills
Proficiency working in a CRM, preferably Salesforce
Familiarity with Microsoft Office products (e.g. PowerPoint, Word, Excel)
Comfortable analyzing account and market data in platforms like Tableau to create actionable insights and recommendations
Familiarity with hotel distribution and connectivity (GDS platforms, direct connections, PMS integrations)
Comfortable working alongside engineering/IT teams, validating integrations and translating technical issues for commercial and operations stakeholders
Additional Skills & Competencies
Ability to travel up to 25-50% as required to meet with channel partners and attend industry conferences and events
Location near a major city – within 30 miles of a major airport
Strong project management skills, attention to detail, and ability to manage multiple partner priorities simultaneously.
Excellent written and verbal communication skills; ability to present operational findings and recommendations to both partner and internal executive audiences.
Customer-centric mindset with a bias for action, problem solving and driving measurable outcomes.
Comfortable operating in a matrixed, cross-functional environment and escalating appropriately.
Education Requirements
Bachelor’s Degree in hotel management, business administration, marketing, sales or related field preferred
Salary Range
The salary range for this position is $99,919 to $118,000 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice’s Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice’s Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver
