Job Facts

Job Status: Closed

Job Title: VP of Operations / Service Delivery (Host Travel Agency)

Location: Atlanta, GA

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:

Company size:

Company Ownership:

Keyword(s): Hospitality Tourism Leisure, Travel,

Function(s): General Management (of company or division), Sales & Business Development (National),

Region(s): , , , , , ,

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

This VP of Host Agency Operations can be described as the primary executive responsible for the performance of the agency line of business, including P&L accountability, HR decision-making, budgeting (in partnership with the VP Finance + Accounting).  The company is undergoing a digital transformation of their entire business, moving from manual processes and one-off decisions, to standardization and automation of how they deliver their service to their member agency clients. We are looking for an expert in Service Delivery. The core objectives of this position include:
  • 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