Director, Travel Agency Partnerships

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B. We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people. 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 & Management • 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 Operations Efficiency • 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 Cross-Functional Collaboration • 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 Team Development • 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 What We're Looking For: • 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) What We Offer You: • 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 #LI-Remote Environmental & Working Conditions Work 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. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.