• Provides leadership for the development and delivery of National University’s externally facing research, evaluation, and advisory services • Responsible for growing and sustaining a portfolio of client engagements • Collaborates with partners to understand needs and shape appropriate research, evaluation, or advisory solutions • Develops scopes of work, proposals, and engagement strategies • Ensures high-quality, timely delivery of work products • Coordinates internal contributors and external partners to achieve project goals • Builds and maintains strong relationships with external clients and community partners • Contributes to the growth and sustainability of the professional services portfolio

• lead and develop the SMS support team • provide direct leadership, coaching, and performance management for SMS support staff • build team structure, career paths, and capacity plans to support current and future client growth • foster a culture of ownership, accountability, and continuous improvement • manage hiring, onboarding, and retention for the SMS support function • own the SMS support operation • define and enforce SLAs, escalation frameworks, and incident response protocols for SMS clients • monitor and drive performance against key metrics including CSAT, FCR, time-to-resolution, and ticket volume trends • maintain visibility into ticket queue health, backlog, and emerging patterns across the team • lead major incident and problem management processes, ensuring timely resolution and post-incident review • drive client satisfaction and retention • serve as the senior escalation point for complex or high-stakes client issues • partner with Client Success to ensure continuity of the client relationship through support touchpoints • use support data and client feedback to identify recurring pain points and advocate for product or process fixes • represent the client voice in cross-functional conversations with Product and Engineering • partner cross-functionally collaborate with the Implementation team to ensure smooth transitions from go-live into steady-state support • work with Product on release readiness — ensuring the support team is informed, trained, and prepared ahead of launches • partner with Sales to support pre-sales conversations where implementation or support complexity is a factor • align with peer leaders across GLM/SLM, CSuite, and GivingData support functions to share best practices and maintain organizational consistency • build for scale develop and maintain internal knowledge management systems, escalation playbooks, and training resources • identify and implement tooling, automation, or AI-assisted workflows to improve team efficiency and client experience • establish reporting cadences and dashboards that provide leadership with clear visibility into support health

• Own Integrated Demand Strategy: Develop and execute global or regional integrated campaigns aligned to company priorities including AI, agentic AI, cloud, and industry solutions • Drive Pipeline and Revenue Impact: Own pipeline targets and marketing-sourced and influenced revenue • Lead Integrated Campaign Execution: Orchestrate campaigns across Digital, Field marketing, Content, Lifecycle and nurture programs • Build Scalable Campaign Frameworks: Develop repeatable, scalable frameworks for regional and field teams • AI & Agentic AI Leadership: Lead demand programs for AI and agentic AI solutions • Cross-Functional Leadership: Partner with product marketing, sales, brand & creative, and marketing operations • Data-Driven Optimization: Track and optimize performance across pipeline generation, conversion rates, ROI & campaign efficiency

Role Description 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 the 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. Qualifications - 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 - 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.