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Manager, Agent Strategy - North America



Toronto, ON, Canada
Posted on Friday, June 14, 2024

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

The ideal candidate has deep knowledge of Travel Agent business and Supplier call centers as they will be responsible for managing all existing and future North America agent partners. This responsibility encompasses all facets of account management such as day-to-day partner communications, performance reporting and QBR strategy, performance forecasting exercises, and growth expansion through various product solutions.The ideal candidate will also craft and deliver Uplift’s Agent Learning and Development Program. Additionally, they will have extensive experience with agent training and program management in order to create a curriculum from ground zero and successfully manage it to support our internal Account team and external agent partners.

What You'll Do:

  • Increase transaction volume and overall percentage penetration of the Agent Business
  • Expand partnership with current portfolio through account management best practices
  • Create and execute a world-class training program of the Uplift agent product solutions to support internal Account team and agent partners
  • Focus on the agent partner sector to plan, implement and manage strategic commercial activities/ pipeline to short and long term business goals and annual revenue targets
  • Provide top-notch account management, including frequent reporting with strategic insights identifying opportunities for growth, ongoing account management plan with actionable growth initiatives, and facilitating growth of existing partners by identifying and acting on new business/product opportunities
  • Own and execute an Agent Learning & Development Program, including training and development strategy to continuously increase engagement within agent communities
  • Identify and develop a comprehensive marketing strategy utilizing best practices and targeting while collaborating with internal data analytics, consumer marketing team, partner marketing team, market research and other teams as required
  • Drive partnership growth and strengthen existing relationships by acting as a Subject Matter Leader at trade shows and other industry-related events
  • Liaise with the central Customer Support Team to resolve issues for agents and Uplift customers
  • Work with the larger Commercial team to inform, educate and assist with all agent initiatives

What We Look For:

  • 3-5 years of experience in the travel industry
  • Exceptional training skills with the versatility to perform product training in person, at events/trade shows or via webinars
  • Strong knowledge of agent operations and their different business models
  • Experienced in developing business strategies to drive bottom line growth
  • Demonstrated business acumen decision-making skills and the ability to identify, prioritize, and articulate highest impact initiatives
  • Strong project management skills with the ability to facilitate meetings, present to all levels of the organization, deal with ambiguity and adapt to a fast-paced deadline-driven environment
  • Methodical problem solving skills with a desire to continuously learn and improve the current structure
  • Superior organizational and computer skills (word, excel, powerpoint, G suite)
  • Strong analytical and presentation skills
  • Ability to work independently and efficiently detail (primarily home based) with a keen attention to detail
  • The ability to work evenings, weekends and travel as required (travel constitutes 30 - 40% of the work schedule)
  • Aptitude for making organizational improvements to craft and implement new cutting-edge initiatives and processes and must possess best in class inter-department and cross-functional communication acumen
  • Strong knowledge, passion and experience in the travel industry
  • Bilingual -- excellent oral and written communication skills in both English and French is a plus

What We Offer You:

  • 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

#BI-Remote #LI-Remote

For California residents:
Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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.