Job Facts
Job Status: CLOSED
Job Title: VP of Operations / Service Delivery (Host Travel Agency)
Location: Atlanta, GA
Alternate location: Or anywhere in the Eastern or Central time zones
Industry: Host Travel Agency / Host Agency
Market: US and International
Reporting to: Group CEO
Direct Reports: 3 Managers and more indirect group resources
Visa: MUST have a valid US work permit. No sponsorship possible
Job ID: JO-2110-931
Tags
Remote work policy:
Job Seniority: Executive Level
Company size:
Company Ownership:
Industry(ies): Hospitality Tourism Leisure, Travel,
Function(s): General Management (of company or division), Sales & Business Development (National),
Region(s): NORTH AMERICA, USA, Atlanta, Fort Lauderdale / West Palm Beach, Miami, Florida, Georgia
Job Description
Our client
Our client for this VP of Host Agency Operations is a fast growing US Host Travel Agency. They are aspiring to be the premier platform for entrepreneurs to create and grow a travel agency in the United States. We are the fastest growing host agency in the United States over the last several years, and we are increasingly delivering innovative programs and services to be the very best in the industry.
Objective
- Continuous improvement of member agency satisfaction (as measured by Net Promoter Score and retention). This person needs to be the conduit for the feedback loop from their internal support departments and their member agency clients.
- Continued scale growth of the size of the network (both in terms of the number of member agencies and the average sales productivity)
- Continued improvements to service delivery and operating efficiency
- Continued growth of line of business profitability
Job Description
- Provide visible and passionate executive leadership to the division
- Formulate and implement strategies that will enable monster growth of the business, while further enhancing our industry-leading Legendary Support™ standards
- Design internal and customer-facing policies that align with overall strategy
- Implement efficient processes and standards
- Coordinate customer service operations and find ways to ensure customer retention
- Oversee the implementation of technology solutions throughout the organization
- Manage contracts and relations with customers, vendors, partners and other stakeholders
- Oversee revenue management, expenses, and budgeting to deliver on financial targets
- Mentor and motivate teams to achieve productivity and engagement
- Maintain compliance with local and federal laws (e.g. data protection)
Requirements
-
Top intellect with a track record of innovative and creative problem solving
10+ years in a Service Delivery or Operations leadership role in a B2B SaaS company, especially a B2B product company that targets SME clients.Experience in a high-visibility, customer-facing executive role
Ability to communicate, present, and influence all levels of the internal organization and across our network of agencies
Proven ability to drive results from concept to market delivery
Excellent listening, negotiation and presentation skills
BA/BS degree or equivalent
Tech-savvy; experience utilizing multiple SaaS-based applications including CRM, help desk, and business intelligence platforms to achieve results