Global Travel Experience Lead

Navan; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare coverage

Equity plans

Flexible time off

Parental leave

Job summary

Navan seeks a Senior Travel Experience Manager to lead multiple support teams delivering top-tier service 24/7. The role focuses on developing scalable, standardized processes and driving continuous improvement across the operation.

You will partner with Client Management to retain customers, monitor CSAT/NPS, and coach leaders through regular reviews. Strong CRM and contact-center app knowledge is essential.

Qualifications

• 5+ years in omni-channel contact center leadership.
• Experience managing 24x7 travel/customer support teams.
• Strong analytics and data-driven decision making.
• Excellent written and verbal communication.

Responsibilities

• Lead and develop a diverse team of managers and Travel Experience Consultants.
• Develop and globally implement standardized operational processes.
• Identify and deliver on process opportunities to improve scale.
• Collaborate with Client Management to retain customers.
• Own CSAT and NPS through proactive service delivery.
• Conduct regular 1:1s and formal reviews to coach leaders.

Skills

Leadership

Customer support leadership

Operational excellence

Data-driven

Process improvement

Mentoring/coaching

Interviewing

Training program design

CRM knowledge

Analytical skills

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Help Scout

Five9

Freshdesk

PureCloud

Job description

Navan seeks a Senior Travel Experience Manager to lead multiple support teams delivering top-tier service 24/7. The role focuses on developing scalable, standardized processes and driving continuous improvement across the operation.

You will partner with Client Management to retain customers, monitor CSAT/NPS, and coach leaders through regular reviews. Strong CRM and contact-center app knowledge is essential.