Senior Manager of Agency Development

The Senior Manager of Agency Development is a strategic leadership role responsible for driving the performance, structure, and growth of World Via's Agency Development function. This role partners directly with the Director of Agency Development to translate high-level strategy into executable programs across recruiting, onboarding, member success, booking support, and business growth.

You will lead people and programs, not just projects. This means managing team leads and specialists, owning cross-functional initiatives end to end, and building the systems, reporting, and processes that let Agency Development scale. You will operate with significant autonomy, representing the department in cross-functional work while staying accountable for measurable outcomes across advisor growth, retention, and satisfaction.

Team and Program Leadership

• Directly manage and develop members of the Agency Development team, providing coaching, performance feedback, and career growth support
• Own the execution of departmental initiatives, translating strategic priorities into structured plans, timelines, and deliverables
• Build and maintain scalable programs for onboarding, training, and advisor lifecycle management across the team's functions

Cross-Functional Strategy and Execution

• Serve as a strategic partner to the Director on initiatives spanning Expansion, Member Success, Booking Support, and Business Growth
• Lead special projects such as membership plan structuring, pricing strategy, and program redesigns from planning through rollout
• Represent Agency Development in cross-departmental work, ensuring alignment with Marketing, Finance, and Product

Performance and Operational Management

• Own performance reporting and KPI tracking across the department, identifying trends and recommending action
• Implement structured goal-setting frameworks and hold team leads accountable to measurable outcomes
• Identify operational gaps and build the processes, tools, and documentation needed to close them

Technology, Data and Systems Oversight

• Own optimization of World Via's CRM and reporting systems (including Hub Spot) to support department-wide visibility and efficiency
• Partner with internal stakeholders to build classification structures, dashboards, and workflows that scale with the business
• Evaluate new tools and technology to improve advisor experience and team productivity

Advisor and Member Relationship Leadership

• Serve as an escalation point for complex or sensitive member situations, balancing advocacy, policy, and business risk
• Build trusted relationships with high-value members and advisor groups, reinforcing World Via's reputation for advisor-first support
• Partner with team leads to resolve issues that require cross-functional or executive-level judgment

Retention, Engagement and Business Growth

• Develop and execute strategies to improve advisor retention, satisfaction, and long-term engagement
• Use member feedback and sentiment data to proactively identify risk and design targeted interventions
• Support recruiting and expansion efforts by helping shape messaging, positioning, and onboarding experience

Reporting and Executive Communication

• Own regular reporting on department performance, program outcomes, and growth metrics
• Analyze data to identify systemic opportunities and present findings and recommendations to senior leadership
• Prepare materials for town halls, leadership updates, and cross-functional presentations

• Bachelor's degree in Business, Marketing, Hospitality, or related field
• 5-8 years of experience in the travel industry, including account management, member success, or growth roles
• 2+ years of experience directly managing or developing team members
• Demonstrated ability to lead cross-functional initiatives from strategy through execution
• Deep understanding of the travel agency business model and host agency operations
• Proficiency with CRM platforms (Hub Spot preferred), reporting tools, and performance analytics
• Strong executive presence with exceptional written and verbal communication skills
• Comfort operating in ambiguity, building structure from first principles, and managing multiple priorities at once