Director of Travel Services & AI-Driven Operations

01A; United States; On-site; USD 180,000 - 230,000; Full time

Job summary

Navan is seeking a Director of Travel Services to lead North America Travel Services, delivering exceptional customer experiences while driving operational excellence and scalable teams. You will leverage AI, automation, and data-driven insights to transform how we support travelers and client accounts.

You will partner with Product, Engineering, Analytics, and regional leaders to implement technology-driven improvements, optimize cost-to-serve, and ensure high-quality service across enterprise

Qualifications

• 10+ years of experience in Operations, Customer Support, or Service Delivery in large-scale organizations.
• 5+ years in senior leadership roles managing large teams in fast-paced environments.
• Proven track record building and transforming high-performing customer service or contact center operations.
• Strong understanding of contact center operations including workforce management, capacity planning, SLA, and cost-to-serve.
• Experience translating business objectives into operational strategies with measurable KPIs.

Responsibilities

• Lead and scale Travel Services operations across North America, ensuring high-quality customer support while balancing satisfaction, performance, and cost.
• Own and evolve the Global Operations & Service operating model with scalable support strategies.
• Develop and implement operational strategies to support growth and improve efficiency.
• Lead and inspire high-performing teams with accountability and continuous growth.
• Own key service metrics and translate insights into improvements.
• Champion AI, automation, and emerging technologies to transform service delivery and reduce costs.
• Partner with Product, Engineering, Analytics to implement tech-driven improvements including AI copilots and automated QA.
• Use data to identify trends, forecast needs, and drive strategic decisions.
• Drive transformation to simplify processes and scale delivery without quality loss.
• Collaborate with Workforce Management and HR to plan hiring and development.
• Align service delivery with business priorities and financial goals.
• Improve traveler experience for enterprise customers and complex itineraries.
• Lead crisis readiness and travel disruption response.
• Manage technology and vendor partnerships to achieve measurable outcomes.
• Bring innovative ideas to position Navan as a travel services leader.

Skills

Strategic leadership

Operations management

Travel operations

AI and automation

Data-driven decision making

Cross-functional collaboration

Tools

Sabre

Amadeus

Job description

Navan is seeking a Director of Travel Services to lead North America Travel Services, delivering exceptional customer experiences while driving operational excellence and scalable teams. You will leverage AI, automation, and data-driven insights to transform how we support travelers and client accounts.

You will partner with Product, Engineering, Analytics, and regional leaders to implement technology-driven improvements, optimize cost-to-serve, and ensure high-quality service across enterprise