Agency Product Lead

Job description

Agencies run small businesses at enterprise scale, and the software is archaic. This role owns changing how these businesses work: reconciliation, booking, and back-office workflows that let an agency with thousands of advisors run their entire operation on a modern platform. The largest agencies in the industry are making the switch, and more are lined up behind them. **Travel is a $1.6 trillion industry and the agency back office is wide open. If you want to redefine travel technology and ship weekly, let's talk.** ## ABOUT TERN Tern is a venture-backed software company on a mission to reshape the $127B travel agency industry by giving power back to the entrepreneurs who built it. Nearly 98% of travel agencies are small businesses. These businesses have been chronically underserved by technology. We're here to change that. Our platform helps travel advisors run more efficient, professional, and profitable operations by giving them the modern infrastructure they need to lead the next chapter of travel. But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That's the kind of travel we want more of. At Tern, we believe in small business. We believe in the power of travel. And we're building the future of both. ## AGENCY PRODUCT LEAD Agencies run thousands of travel advisors on back-office software built decades ago. Commission reconciliation happens in spreadsheets and legacy desktop tools. Agent onboarding takes weeks. Reporting means exporting and praying. Tern has spent two years building the platform advisors and agency owners actually want to use, and the largest agencies in the industry are now replacing their entire back office with it. This role owns the agency product. Not a slice of it. Commission reconciliation at scale, agent booking submission, agency permissions and profiles, reporting, and the workflows an entire back-office accounting team uses simultaneously. The largest agencies in the industry are moving their operations to Tern, and more are lined up behind them. Your job is to make those transitions work, then extend the product into new markets and segments. This is not a roadmap-and-standup PM job. Large agency transitions succeed when the PM is embedded in sales calls, implementation onsites, and success escalations, scoping feature gaps and owning the technical yes or no on what Tern can commit to. For the first two quarters you will spend as much time with customers and prospects as you do with engineers. If that sounds like the fun part, keep reading. ## WHAT YOU'LL DO - Run the product side of large agency transitions to Tern, extending and owning the launch playbooks that make those switches successful - Embed with sales and success on enterprise deals: join calls, scope feature gaps against what Tern ships today, and own what we commit to and what we say no to - Own commission reconciliation at scale, agent booking submission, and the multi-user back-office workflows that let an agency's accounting team run their whole operation in Tern - Lead the agency product into new markets, mapping market and regulatory requirements and sequencing the product work to get there - Take ownership of agency reporting and collaboration, the two most requested areas from mid-market agencies, and keep momentum with the hundreds of agencies already on Tern - Do the full PM job on a small team: customer research, PRDs, and unblocking the agency engineering squad directly ## WHAT YOU HAVE - **Enterprise launch ownership:** You've been the PM accountable for a high-stakes B2B launch or migration. You know what breaks when a large customer goes live and you've been the person in the room when it did. - **Complex financial workflow depth:** You've shipped products in domains like reconciliation, billing, invoicing, or back-office accounting logic. You're comfortable when the spec is 80% edge cases and money is on the line. - **Embedded GTM operating style:** You've worked as the informal sales engineer or solutions partner on enterprise deals. You're credible in front of a customer's operations and finance leaders. - **End-to-end ownership at a small company:** You do your own research, write your own specs, and unblock engineering directly. No PM support structure required. ## BONUS POINTS - Travel industry back-office exposure - Experience taking a B2B product into a new market - Vertical SaaS experience at a Series A or B company - You've worked closely with implementation or data migration teams ## WHAT WE VALUE @ TERN **🌱 We're always leveling up.** Whether you're deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity. **🧭 We act with optimistic agency** We take initiative, seek clarity, and move forward, even when the path isn't obvious. Through every peak and valley, we lead with curiosity, laughter, kindness, and resolve. **💪 We expect operational excellence.** We ship value to our users every single week. We believe that compounding habits lead to sustainable productivity, consistency, and mutual trust. **Operating Principles:** **👂 We deeply understand our users.** At every level of the organization, we obsess about understanding those we serve and the industry we operate in. **➕ We embrace the power of and, and not now.** We challenge trade-offs by asking better questions. We break hard problems into small pieces and tackle them with intention. We also know to make the hard call to say "not right now". **📣 We speak up and move forward.** Everyone at Tern has a voice and a responsibility to use it. We invite healthy tension, share dissenting views early, and challenge each other with curiosity, not ego. **🏃‍♀️‍➡️ We move fast and sweat the details.** Velocity matters and relentless progress beats perfection every time. But speed isn't chaos: we stay aligned, own our outcomes, and care deeply about quality. **🤣 We take the work seriously, but not ourselves.** We hire kind, driven people who elevate the room. If you've got a big ego or take yourself too seriously, you won't last. ## WHY JOIN TERN? - Be part of a mission-driven team transforming the travel planning space - Work with a supportive, curious, and creative team - Influence and shape our user success strategy from the ground up - Competitive salary, equity, and benefits package Tern is committed to building a team that represents people from many different backgrounds and life experiences, reflecting our worldview coinciding with the users and customers we serve across the world. We prefer that you apply, so think of our postings as the start of the conversation. Take the chance, you may be a wonderful add to our Tern team, even if you don't fully match every requirement on the job description.