Operations Manager

01A; United States; Presencial; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Equity plans

Flexible time off

Paid parental leave

Commuting support

Mental health resources

Travel-related perks

Office spaces worldwide

Descripción de la vacante

Navan, the global AI-powered business travel and expense platform, seeks an Operations Manager in the United States. You will lead strategic improvements across cross-functional teams, optimizing contact deflection, service quality, and product feedback integration across R&D and operations.

You will collaborate with product, IT, Data, Security, Finance and Sales to implement roadmaps and scalable processes. Office-forward culture with strong analytics.

Formación

• 7+ years in TMC/BT operations management across air, rail, car and hotel.
• 5+ years of expert-level GDS experience.
• IATA accreditation.
• Strong organizational and project management skills.
• CRM experience with Salesforce or Zendesk.

Responsabilidades

• Identify opportunities to improve contact deflection and customer experience.
• Interface with product and R&D to triage feedback and prioritize actions.
• Represent service and agent teams in product roadmaps and change plans.
• Prioritize service improvements using data on volume, impact and revenue.
• Manage onboarding of acquisitions and new supply processes.
• Partner with service leadership and cross-functional teams to deliver results.
• Build monthly/quarterly reviews with IT, Data, Security, Finance, CS and Product.
• Work with Operations Analysts to measure improvements and scale successes.
• Transform multi-system tooling into a single agent desktop.

Conocimientos

TMC Operations

GDS Expertise

CRM Systems

Cross-functional Collaboration

Project Management

Educación

IATA accreditation (WWAFT / VAII / BA2)

Herramientas

Salesforce

Zendesk

Descripción del empleo

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 prioritization 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

Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

About Navan

Navan (Nasdaq: NAVN) is the global AI-powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Culture of Excellence

Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025–2026), Forbes Cloud 100 (2022–2025), and CNBC Disruptor 50 (2022–2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support*, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at [e-mail].

Candidate Privacy Notice and Use of AI

As part of the recruitment process, certain personal data may be processed using automated tools, including tools that use AI. For details on how Navan collects and uses your personal data, please review Navan's Candidate Privacy Notice here.

*Applies to select locations.