Director, AI-Driven Service Ops & Internal Tools

Navan; Greater London; On-site; GBP 140,000 - 190,000; Full time

Job summary

Navan is seeking a Senior Product Director, Service Operations to own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the next-generation AI layer powering global service operations. You will drive the rebranding of our core platform and elevate the Ava assistant to automate complex travel workflows and improve agent productivity.

You will lead in a high-ownership, high-impact role, mentor PMs, partner with cross-functional teams across London, Tel

Qualifications

• 8–10+ years of product management experience in complex environments.
• Experience with enterprise SaaS, support platforms, or marketplace systems.
• Hands-on AI product development or strong AI intuition.

Responsibilities

• Define end-to-end product strategy for internal tools and agent workflows.
• Evolve AI copilots and crisis management systems for global service ops.
• Collaborate with engineering, operations, design, data, and training teams across hubs.
• Improve frontline agent experience with intuitive tools and faster onboarding.
• Define and track KPIs for CSAT, FCR, automation, and platform reliability.

Skills

Product Leadership

AI Product Instincts

Operational Depth

Technical Acumen

Global Mobility

Ownership Mindset

Job description

Navan is seeking a Senior Product Director, Service Operations to own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the next-generation AI layer powering global service operations. You will drive the rebranding of our core platform and elevate the Ava assistant to automate complex travel workflows and improve agent productivity.

You will lead in a high-ownership, high-impact role, mentor PMs, partner with cross-functional teams across London, Tel