Global Operations & Strategy Lead

Jobicy; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Navan is seeking an experienced Operations Manager to drive strategic improvements across global operations. You will partner with leadership, product and service teams to optimize processes, triage product feedback, and deliver measurable efficiency gains across multi-system tools.

You will lead cross-functional initiatives, manage multiple projects, and help scale operations while maintaining a strong customer focus and data-driven decision making.

Qualifications

• 7+ years in TMC/BT operations management role covering all supplier products i.e. air, rail, car and hotel.
• 5+ years proven GDS experience to expert level.
• IATA accreditation (WWAFT / VAII / BA2).
• Strong organisational skills to manage multiple concurrent projects with varied stakeholders.
• Ability to develop and document processes clearly.
• Ability to strategise and execute globally with local nuances.
• CRM applications like Salesforce and Zendesk familiarity.

Responsibilities

• Work with Operations leadership and product partners to identify opportunities to improve contact deflection, processing efficiency and customer experience excellence.
• Serve as the interface for service product feedback to operations and R&D teams; triage, assess impact and prioritise actions.
• Represent the Service consultants and Operations agents in prioritising product improvements and coordinating with IT and Change Management.
• Use data-driven methods to select and prioritise service improvements based on volume, impact and revenue.
• Support onboarding of acquisitions, manage new supply processes and collaborate with third party support teams.
• Partner with Service leadership and cross-functional teams to deliver defined objectives and roadmaps.
• Establish processes and governance with monthly meetings and quarterly IT/Data/Finance/Product reviews.

Skills

TMC/BT Operations

GDS experience

CRM apps

Communication

Analytical

Global strategy

Team leadership

Tools

Salesforce

Zendesk

Job description

Navan is seeking an experienced Operations Manager to drive strategic improvements across global operations. You will partner with leadership, product and service teams to optimize processes, triage product feedback, and deliver measurable efficiency gains across multi-system tools.

You will lead cross-functional initiatives, manage multiple projects, and help scale operations while maintaining a strong customer focus and data-driven decision making.