Director, Travel Services & AI-Driven Operations

TripActions; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

Navan is seeking a Director of Travel Services to lead the North America Travel Services organization, delivering exceptional customer experiences and driving operational excellence. You will build scalable, high-performing teams and leverage AI, automation, and data-driven insights to transform service delivery.

The role requires strong leadership, strategic thinking, and a technology-first mindset to partner with product, engineering, and analytics to optimize performance and customer value.

Qualifications

• 10+ years in Operations, Customer Support, or Service Delivery within large-scale organizations.
• 5+ years in senior leadership, managing large, complex teams.
• Proven track record building, scaling, and transforming customer service or contact center operations.
• Strong understanding of contact center operations including WFM, capacity planning, SLA, quality assurance, and efficiency.
• Ability to translate business objectives into operational strategies, KPIs, and tangible outcomes.
• Strong financial acumen with experience managing budgets and cost-to-serve.

Responsibilities

• Lead and scale Travel Services operations across North America, ensuring high-quality customer support and cost efficiency.
• Own and evolve the operating model with scalable strategies across service offerings.
• Build and execute strategies to support business growth and customer experience.
• Lead and inspire high-performing teams with accountability and continuous improvement.
• Own performance metrics and translate insights into measurable improvements.

Skills

Operations leadership

Customer support excellence

Data-driven decisions

AI adoption mindset

Cross-functional collaboration

Strategic planning

Tools

Sabre

Amadeus

CRM platforms

Job description

Navan is seeking a Director of Travel Services to lead the North America Travel Services organization, delivering exceptional customer experiences and driving operational excellence. You will build scalable, high-performing teams and leverage AI, automation, and data-driven insights to transform service delivery.

The role requires strong leadership, strategic thinking, and a technology-first mindset to partner with product, engineering, and analytics to optimize performance and customer value.