Service Command Analyst

01A; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Healthcare coverage

Equity plans

Flexible time off

Paid parental leave

Job summary

Navan is seeking a Service Command Analyst to lead real-time operations in a global travel environment. You will use AI alerts and dashboards to identify SLA risks and rapidly adjust resources, ensuring seamless service across time zones.

You will manage portfolios during shifts and coordinate with international teams for continuous coverage. Role requires 2+ years in WFM or RTC roles with strong data literacy and communication skills.

Qualifications

• 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center environment.
• Experience in travel industry is a plus and highly preferred.
• Strong data literacy and ability to navigate data visualization tools.

Responsibilities

• Monitor SLAs and risks using AI-generated alerts and dashboards.
• Execute flexible operational levers to maintain target SLAs.
• Pivot agents between queues and assignments based on real-time thresholds.
• Own assigned portfolios during regional shifts and ensure 24/7 continuity.
• Lead incident response and dynamically reallocate global staffing resources.

Skills

Workforce Management

Real-Time Ops

Analytical Thinking

Exceptional Communication

Tools

Genesys Cloud

ThoughtSpot

Snowflake

Power BI

Tableau

Job description

About the Role:

We have transitioned from a traditional, reactive WFM department into a proactive, AI-powered Resource Orchestration Center (ROC) organization. Operating as the \"Enterprise Brain\" of our 1,000-agent, 24/7 global travel operation, we rely on an advanced technology stack—including Genesys Cloud, Snowflake data lakes, ThoughtSpot, and AI-driven analytics to automate administrative tasks and empower our human talent. We don't just report on what happened; we engineer outcomes to guarantee our elite service level agreements (SLAs) for our travelers and corporate clients.

As a Service Command Analyst, you are the tactical controller of our live global travel operations. You will step away from traditional, manual processes and spreadsheet updates. Instead, you will operate in a dynamic, exception-based environment. Leveraging real-time, AI-generated alerts and dashboards, you will identify risks before they impact the traveler and execute pre-approved, rapid-response levers to protect the business.

To allow for maximum flexibility and impact, you will not be siloed into a single channel (e.g., \"just voice\" or \"just chat\"). Instead, you will act as a Portfolio Owner during your shift, managing the holistic health of adaptable business tiers (such as Core, Designated, Dedicated, and Specialty Travel Desks) and adjusting to operational needs as they evolve in the fast-paced travel industry.

What You'll Do:

Exception-Based Execution & SLA Recovery

• Monitor automated alerts generated by our Service Intelligence infrastructure indicating SLA risks, volume spikes, or AHT anomalies driven by global travel events.
• Autonomously execute flexible operational levers (e.g., skill blending, channel pivoting, schedule adjustments, or micro-shift overtime) to maintain target SLAs.
• Pivot agents seamlessly between various queues and assignments based on real-time global thresholds and shifting business travel priorities.

Portfolio & Queue Ownership

• Act as the primary operational controller for your assigned portfolios during your regional shift, adapting to volume trends across multiple business lines.
• Ensure highly effective \"follow-the-sun\" handoffs to your international counterparts to guarantee seamless 24/7 global continuity.

Incident & Disruption Management

• Serve as the tip of the spear during travel and business disruptions (system outages, global flight groundings, weather impacts, natural disasters).
• Command the incident response protocols, issue executive notifications, and dynamically reallocate global staffing resources to mitigate impact on travelers.

Strategic Cross-Training & Collaboration

• Participate in the ROC rotation program, cross-training in forecasting, capacity planning, and basic data intelligence (ThoughtSpot/AI Prompting) to enhance your versatility and eliminate single points of failure.
• Collaborate closely with the Service Intelligence Engineer, BI & Automation Analyst, and Service Excellence Lead to identify repetitive tasks that can be automated out of the Command Center.

What We're Looking For:

• Experience: 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center environment. (Experience in the travel industry is a plus and highly preferred).
• Technical Proficiency: Deep understanding of modern omnichannel routing platforms; Genesys Cloud experience is highly preferred.
• Data Literacy: Comfort operating in a modern data ecosystem. Familiarity with navigating data visualization tools (e.g., ThoughtSpot, Power BI, Tableau) powered by central data lakes (Snowflake).
• Analytical Agility: Strong systems-thinking ability. You must be able to digest AI-driven recommendations and quickly decide on the optimal operational lever to pull under pressure, adjusting to new scenarios as they arise.
• Communication: Elite communication and interpersonal skills. You will be drafting executive summaries and coordinating rapid responses across multiple global departments.

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 request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

About Navan

Navan (Nasdaq: NAVN) is the global AI-powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Culture of Excellence

Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025–2026), Forbes Cloud 100 (2022–2025), and CNBC Disruptor 50 (2022–2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support*, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at [e-mail].

Candidate Privacy Notice and Use of AI

As part of the recruitment process, certain personal data may be processed using automated tools, including tools that use AI. For details on how Navan collects and uses your personal data, please review Navan's Candidate Privacy Notice here.

Job Search Best Practices

We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in \"@navan.com\" or \"@navan.tech\" or \"@talent.navan.com\".

*Applies to select locations.