Operations Manager

Navan; Oregon; Hybrid; USD 110,000 - 160,000; Full time

Job summary

Navan is seeking an Operations Manager to drive strategic improvements across the Global Operations & Service team in a fast-growing environment. You will work with senior leadership, product, and cross-functional partners to optimize travel support, agent tooling, and the end-to-end customer experience.

You should bring 7+ years in TMC/BT operations, 5+ years GDS experience, and proven ability to prioritize and deliver across multiple locations and time zones.

Qualifications

• 7+ years in TMC/BT operations management across air, rail, car, and hotel.
• 5+ years GDS experience to expert level.
• IATA accreditation (WWAFT / VAII / BA2).
• Strong organizational skills to manage multiple projects with varied stakeholders.
• Ability to document and communicate processes clearly.
• Strategic thinker with ability to gain buy‑in and drive execution.
• Excellent communication and relationship-building across teams and time zones.
• Experience with global strategy and localised nuances.
• Customer-centric mindset and data-driven decision making.
• Proficiency with travel systems and third-party supplier platforms.

Responsibilities

• Collaborate with operations leadership and product partners to identify opportunities for contact deflection and efficient processing.
• Triage and prioritise product feedback from service teams to R&D and engineering.
• Represent the Service team in product prioritisation and drive roadmap execution in operations.
• Prioritise service improvements based on issue volume, impact, and revenue signals.
• Lead program and project management, onboarding acquisitions, and supply process changes.
• Partner with IT, Data, Security, Finance, CS, Product and Service for monthly and quarterly planning.
• Manage multi-system support tooling transformation into a unified agent desktop.
• Monitor and measure process improvements and operational success.

Skills

TMC operations

GDS experience

CRM familiarity

Project management

Data analytics

Cross-functional collaboration

Strategic thinking

Tools

Salesforce

Zendesk

Job description

The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross functionally shaping and driving strategic, operational, and organizational improvements across the team such as:

• Alignment to Global Service strategy and implementation of change, which embraces localisation
• Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience
• Collaboration with front, mid, back office teams to drive the true TMC experience for customers
• Driving customer insights to deliver improvements in quality, learning and product roadmap
• Ownership of agent tooling to establish a world class consultant and customer experience
• Consultant and Agent advocate and champion

Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.

What You'll Do:

• In the Operations Manager role, you'll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence
• Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)
• You will be representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritisation and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population
• You will use sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics
• Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams
• Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
• Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service
• Working with our Operations Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised
• Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool

What We're Looking For:

• 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 organizational skills to manage multiple concurrent projects with varied stakeholders
• Strong ability to clearly develop and document processes
• Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
• Excellent communication skills and strong emotional intelligence
• Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
• Ability to strategize and execute on a global scale, whilst incorporating localised nuances
• Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
• Prioritization legend, understand when and how to say no, or later
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc)
• Customer-Centric: The customer is at the forefront of everything we do - you must live and breathe customer support and promote high customer engagement through all interactions
• Ability to work independently and effectively as part of a team
• Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
• Results driven and proactive with ability to own and execute area of responsibility with excellence
• Technically proficient with travel systems and third party supplier platforms and tools
• Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
• Leading by example at all times
• Solid business acumen

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