Director, Agent Growth and Strategy

About the role

The Director of Travel Agency Partnerships is a pivotal leadership role responsible for driving the full lifecycle of the Flex Pay Agent Program — from strategic vision to day-to-day execution. This individual will shape the program's commercial direction, modernize operational models, and deliver measurable growth across partnerships, agent engagement, and revenue.

Responsibilities

• Own and execute the Agent Program strategy, engaging Travel Advisors and Agencies through targeted marketing, incentive programs, and awareness campaigns
• Define and track key performance metrics across all Agent Program initiatives — including marketing campaigns, webinars, conferences, incentives, and trainings — and leverage data to continuously optimize program effectiveness
• Build and deepen relationships with top Agency Partners by expanding current program value, identifying growth opportunities, and pitching new Flex Pay solutions
• Own and actively manage business development pipeline for new Agency Partners and expansion opportunities within the existing portfolio
• Develop growth strategy with Agency Partners via multi-channel approach and tapping into partners’ technology offerings
• Define and continuously improve internal processes supporting account registration, maintenance, and performance reporting
• Identify actionable insights from data and agent feedback, and translate them into strategic recommendations and operational best practices
• Develop, maintain, and iterate on agent training materials and programs to improve engagement, product knowledge, and program adoption
• Partner with internal Product team to streamline Agent Product Solutions with a focus on user experience and operational efficiency
• Collaborate with Marketing, Compliance, and Legal teams on campaign development, ensuring all deliverables meet partner specifications and timelines
• Serve as a key internal communicator, ensuring agent program targets and milestones are aligned with broader business goals
• Partner with Flex Pay Commercial teams to ensure up-to-date knowledge of Agent solutions for the broader partner portfolio
• Support other Commercial teams as needed on training
• Work closely with Customer Service to enhance operational processes and enable effective agent support
• Partner with Fraud Operations to monitor program activity and proactively mitigate risk
• Lead, develop, and retain the agent program team by setting clear goals, establishing accountability frameworks, and delivering consistent performance feedback
• Build and execute individualized development plans for each team member, identifying skill gaps and creating targeted opportunities for growth
• Foster an inclusive, collaborative, and results-oriented team culture that drives engagement and retention
• Set clear team priorities and manage workload distribution, ensuring resources are allocated effectively across concurrent initiatives
• Serve as an escalation point for team members on complex partner issues, providing coaching and guidance to build problem-solving capability

Requirements

• 10+ years of Travel Agency experience with a focus on strategy, technology, training, and business development
• Deep knowledge of Travel Agencies’ booking systems, their UX and capabilities
• Proven experience developing training materials and delivering training in-person or via webinar
• Excellent analytical and presentation skills
• Superior written and verbal communication skills; ability to translate user and partner feedback into actionable product requirements for non-partner-facing stakeholders
• Demonstrated ability to manage multiple concurrent priorities calmly under pressure and ambiguity
• Methodical problem-solving skills with a continuous improvement mindset
• Hightly organized, detail-oriented, and able to work independently
• Demonstrated experience managing direct reports, team development, and budget oversight
• Nice to have: Bilingual in English and French or English and Spanish (oral and written)

Qualifications

• Passionate about the Travel Agent community and bringing deep expertise in the Travel Advisor and Call Center ecosystem, including backend operations and technology platforms
• Data-driven mindset combined with strong relationship management skills
• Proven track record of building high-performing teams and executing complex, multi-stakeholder growth strategies
• Superior project management and communication skills with demonstrated experience collaborating with all levels of an organization and external partners

Skills

• Strategic planning and execution
• Customer relationship management
• Project management
• Training and development
• Collaboration and teamwork
• Problem-solving and decision-making

Benefits

Competitive salary and stock option plan

Medical, dental and vision insurance with employer paid options

Flexible PTO

Opportunities for professional growth and development

Paid parental leave

Health & wellness initiatives

Equal Opportunity Employer

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