Manager, Travel Services - English Speaking (Alphaville, SP)

01A; São Paulo; On-site; BRL 350,000 - 550,000; Full time

Job summary

Navan is seeking a Travel Service Manager to lead a team of Business Travel Consultants in São Paulo, overseeing performance, coaching, and customer outcomes. The role emphasizes data-driven management, cross-functional collaboration, and staff development in a fast-growing travel tech environment.

Candidates must reside in São Paulo and be willing to work in-office five days a week, or relocate. English applications only.

Qualifications

• 7+ years sound Travel Industry knowledge & experience.
• 5+ years progressive leadership experience in a TMC/travel contact center environment.
• 3 years travel industry experience at the Manager level.
• Advanced knowledge of Sabre/Amadeus GDS and travel operations.
• Familiarity with CRM applications (Salesforce, Zendesk, etc).
• Customer-centric approach and high engagement with customers.
• Ability to motivate teams and share knowledge.
• Proven mentoring and people leadership skills.
• Excellent organizational and interpersonal skills.
• Strong written and verbal communication, presentation skills.
• Ability to work independently and within a team.
• Data-driven with business analytics experience.
• Results-driven with proactive ownership.
• Proficiency with Navan technology and supplier tools.
• Ability to use resources effectively and meet timelines.
• Lead by example and demonstrate solid business sense.
• Flexibility for non-traditional shifts.

Responsibilities

• Lead and coach the team through regular reviews and 1:1 meetings.
• Understand daily duties of travel consultants via interactions.
• Perform quality evaluations on consultant interactions and bookings.
• Monitor errors and provide constructive coaching.
• Review performance metrics and identify improvement areas.
• Manage queues, SLAs, and report weekly/monthly results.
• Set clear expectations and motivate agents to excel.
• Collaborate with cross-functional teams to improve performance.
• Handle escalations and customer communications to resolution.
• Participate in projects to improve processes and service delivery.
• Review global metrics with Operations & Service Leadership.
• Ensure team alignment with organizational expectations and behaviors.
• Lead consultants through change and gather feedback.
• Support recruitment and onboarding of new staff.
• Identify and escalate performance concerns to People/Senior Leadership.
• Identify bottlenecks affecting productivity and implement improvements.
• Share travel industry updates and changes with the team.
• Complete all training requirements.

Skills

Travel industry knowledge

Leadership

Mentoring

Customer focus

Relationship building

Communication

Analytical thinking

Project management

Independent work

Problem solving

Tools

Sabre GDS

Amadeus GDS

CRM (Salesforce / Zendesk)

Navan tools

Job description

The Travel Service Manager oversees a team of Business Travel Consultants and has overall accountability for the success of their teams performance. They have overall responsibility for supporting the goals of Navan whilst retaining a best in-class degree of service focus and a culture of inclusion, trust and team spirit.

Travel Service Managers lead, direct, motivate, challenge, develop and monitor their team towards our service philosophy:

We are providing industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.

NOTE: Candidates must reside in São Paulo (the office location is in Alphaville, Barueri) and be willing to work in the office (5 days a week) for consideration, or willing to relocate. Please submit all applications in English.

What You’ll Do:

• Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings
• Have an in depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions
• Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent
• Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions
• Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback
• Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
• Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role
• Partner with all cross functional teams to address agent errors and learning needs and suggest ways to improve consultant performance.
• Manage any escalations and customer communication and own all customer issues through to completion
• Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results.
• Work with Operations & Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics.
• Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings.
• Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles.
• Support in consultant recruitment and new starter inductions to ensure team consistency.
• Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary.
• Monitor and identify processes or procedures impacting team productivity
• Cascade travel industry updates and changes to your team with confidence and knowledge
• Successful completion of all training requirements

What We’re Looking For:

• 7+ years sound Travel Industry knowledge & experience.
• 5+ years progressive leadership experience in a TMC/ travel industry contact support center environment, ie Agent -> Lead -> Supervisor.
• 3 years travel industry experience at the Manager level (managing team consultants, leads, supervisors etc).
• Advanced level knowledge of Sabre / Amadeus GDS and online/offline Travel operational processes.
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).
• Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer service and promote high customer engagement through all interactions.
• Ability to build relationships and motivate people and teams, creating a knowledge sharing attitude whilst encouraging engagement.
• Proven mentor and motivator with a clear understanding of the travel service requirements, customer base, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent, professional written and verbal communication skills, presentation and facilitation skills
• Ability to work independently and effectively as part of a team
• Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into agent performance and trends
• Results driven and proactive with ability to own and execute area of responsibility with excellence
• Technically proficient in all Navan technology and supplier tools
• Demonstrate ability to make effective use of available resources to complete tasks to agreed timelines
• Leading by example at all times
• Solid business acumen
• Flexibility to work non-traditional shifts where required

Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

• Your rights: If you prefer to have your application reviewed without AI assistance, you may