the client is seeking a VP of Host Agency Operations to lead the performance of the agency line of business as a primary executive. This role includes P&L accountability, key HR decision-making, and partnership on budgeting with the VP Finance + Accounting. the client is also undergoing a digital transformation, shifting from manual, one-off processes toward standardized and automated service delivery for its member agency clients.
The VP of Host Agency Operations will be responsible for continuous improvement of member agency satisfaction and retention, serving as the conduit for feedback from internal support departments and member agencies. The role also focuses on scaling network size and average sales productivity, improving service delivery and operating efficiency, and growing line-of-business profitability. The position will provide visible, passionate executive leadership and develop and implement strategies to drive significant growth while maintaining high industry support standards.
Responsibilities include designing internal and customer-facing policies aligned to overall strategy, establishing efficient processes and standards, coordinating customer service operations to strengthen retention, and overseeing the implementation of technology solutions. The role also involves managing contracts and relationships with customers, vendors, partners, and other stakeholders, overseeing revenue management, expenses, and budgeting against financial targets, and mentoring and motivating teams. Required qualifications include 10+ years in a service delivery or operations leadership role in a B2B SaaS environment serving SME clients (or similar), experience in a high-visibility customer-facing executive capacity, strong communication and influence across organizational levels, proven end-to-end results from concept through delivery, and strong listening and negotiation skills; the position also expects tech-savviness with experience using multiple SaaS-based applications (such as CRM, help desk, and business intelligence tools) and a bachelor’s degree or equivalent.