Product Director, Service Operations

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 the all-in-one travel and expense management platform that powers the world’s leading businesses. By combining cutting-edge technology, corporate cards, and a modern traveler experience, Navan is disrupting traditional enterprise T&E pacing past$900M+ in revenue with over $9B in Gross Booking Volume.

At Navan, we believe world-class technology should empower world-class human service. We are committed to building an AI-first service ecosystem where frontline travel consultants and intelligent automation work in tandem to deliver a true 5-star concierge experience at scale.

The Opportunity

We are looking for a sharp, user-obsessed, and high-slope Senior Product Director, Service Operations to serve as the core product counterpart to our engineering and operational leadership.

In this role, you will own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the next-generation AI intelligence layer powering our global service operations. A key focus of your mandate will be expanding and rebranding our core internal platform.
Taking our AI travel assistant, Ava, to the next level ("Ava for Consultants") to automate complex travel workflows, improve agent productivity, and elevate customer experience.

This is a high-ownership, high-impact role at the intersection of product, AI, operations, and customer experience. You will manage and mentor product managers, partner deeply with cross-functional teams across our global hubs, and build toward a future with expanding scope across service technology, operational systems, and potential engineering leadership.

What You’ll Do

• Own the Service Ops Strategy: Drive the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure.

• Evolve Internal AI Architecture: Lead the product evolution of Ava into an intelligent, AI-driven copilot for frontline travel consultants - enabling faster resolutions, automated policy enforcement, and personalized support across complex travel and expense scenarios.

• Partner Cross-Functionally & Globally: Collaborate deeply with engineering, frontline operations, design, data, and training teams across our global hubs (London, Tel Aviv, Portugal, India, and the US).

• Elevate the Frontline Experience: Build intuitive tools that reduce cognitive load for agents, accelerate onboarding ramp times, and guide decision‑making during high‑pressure moments.

• Define & Track Core Success Metrics: Own KPIs aligned with operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability.

• Build & Scale Product Ops: Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function to bridge frontline insights with product development.

What We’re Looking For

• Product Leadership & High Slope: 8-10+ years of product management experience, with a track record of driving massive impact in complex operational environments, support platforms, enterprise SaaS, or marketplace platforms. (Prior team management preferred, but high-impact ICs with strong leadership trajectory will be evaluated).

• AI Product Instincts: Hands-on experience or deep technical intuition for building AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence.

• Operational Depth: A genuine love for untangling fragmented, complex operational problems and translating frontline pain points into elegant, scalable software.

• Technical Acumen: Ability to collaborate closely with engineering leaders on platform architecture, integrations, APIs, and workflow systems.

• Global Mobility & Collaboration: Willingness to travel periodically to key engineering and operational hubs (Tel Aviv, Portugal, India, US) and work collaboratively out of our London office.

• High Ownership & Growth Mindset: A builder who thrives in fast-paced, evolving environments and is excited by ambiguity and expanding scope.