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Responsibilities
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. The ideal candidate is passionate about the Travel Agent community and brings deep expertise in the Travel Advisor and Call Center ecosystem, including backend operations and technology platforms. They combine a data-driven mindset with strong relationship management skills, and have a proven track record of building high-performing teams and executing complex, multi-stakeholder growth strategies. The ideal candidate possesses superior project management and communication skills with demonstrated experience collaborating with all levels of an organization and external partners.This is a remote role based in United States or Canada, but requires frequent travel that may include weekends and/or off-hours support, and may require on-site meetings with Partners as needed.What You'll Do:Partnership Growth & ManagementOwn and execute the Agent Program strategy, engaging Travel Advisors and Agencies through targeted marketing, incentive programs, and awareness campaignsDefine 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 effectivenessBuild and deepen relationships with top Agency Partners by expanding current program value, identifying growth opportunities, and pitching new Flex Pay solutionsOwn and actively manage business development pipeline for new Agency Partners and expansion opportunities within the existing portfolioDevelop growth strategy with Agency Partners via multi-channel approach and tapping into partners’ technology offeringsOperations EfficiencyDefine and continuously improve internal processes supporting account registration, maintenance, and performance reportingIdentify actionable insights from data and agent feedback, and translate them into strategic recommendations and operational best practicesDevelop, maintain, and iterate on agent training materials and programs to improve engagement, product knowledge, and program adoptionCross-Functional Collaboration Partner with internal Product team to streamline Agent Product Solutions with a focus on user experience and operational efficiencyCollaborate with Marketing, Compliance, and Legal teams on campaign development, ensuring all deliverables meet partner specifications and timelinesServe as a key internal communicator, ensuring agent program targets and milestones are aligned with broader business goalsPartner with Flex Pay Commercial teams to ensure up-to-date knowledge of Agent solutions for the broader partner portfolioSupport other Commercial teams as needed on trainingWork closely with Customer Service to enhance operational processes and enable effective agent supportPartner with Fraud Operations to monitor program activity and proactively mitigate riskTeam DevelopmentLead, develop, and retain the agent program team by setting clear goals, establishing accountability frameworks, and delivering consistent performance feedbackBuild and execute individualized development plans for each team member, identifying skill gaps and creating targeted opportunities for growthFoster an inclusive, collaborative, and results-oriented team culture that drives engagement and retentionSet clear team priorities and manage workload distribution, ensuring resources are allocated effectively across concurrent initiativesServe as an escalation point for team members on complex partner issues, providing coaching and guidance to build problem-solving capabilityWhat We're Looking For:10+ years of Travel Agency experience with a focus on strategy, technology, training, and business developmentDeep knowledge of Travel Agencies’ booking systems, their UX and capabilitiesProven experience developing training materials and delivering training in-person or via webinarExcellent analytical and presentation skillsSuperior written and verbal communication skills; ability to translate user and partner feedback into actionable product requirements for non-partner-facing stakeholdersDemonstrated ability to manage multiple concurrent priorities calmly under pressure and ambiguityMethodical problem-solving skills with a continuous improvement mindsetHighly organized, detail-oriented, and able to work independentlyDemonstrated experience managing direct reports, team development, and budget oversightNice to have: Bilingual in English and French or English and Spanish (oral and written)What We Offer You: Competitive salary and stock option planMedical, dental and vision insurance with employer paid optionsFlexible PTOOpportunities for professional growth and development Paid parental leaveHealth & wellness initiativesEnvironmental & Working ConditionsWork is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.
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