Director, Agent Growth and Strategy

Upgrade, Inc.

Director of Agent Growth and Strategy at Upgrade driving Flex Pay Agent Program and engaging travel advisors. Overseeing strategy, partnership growth, and team development in a remote capacity.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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
Highly 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)

Benefits

Comp & perks

Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Travel Agency StrategyBooking Systems KnowledgeData AnalysisTraining Material DevelopmentPerformance Metrics Tracking

Soft Skills

Excellent Communication SkillsProblem-Solving SkillsOrganizational SkillsTeam DevelopmentAbility to Manage Multiple Priorities