Operations Manager

Big Internet Seller Services Inc; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Navan is seeking an Operations Manager to drive strategic 개선 and operational excellence across the Global Operations & Service team. You will partner with leadership and product to improve contact deflection, processing efficiency, and customer experience.

You’ll triage product feedback for R&D, support roadmaps, and help implement changes into daily operations. This role emphasizes data-driven decisions and cross-functional collaboration across time zones.

Qualifications

• 7+ years in TMC/BT Operations Management across air, rail, car and hotel.
• 5+ years of GDS experience to expert level.
• IATA accreditation (WWAFT / VAII / BA2).
• Strong organizational skills to manage concurrent projects with varied stakeholders.
• Ability to develop and document processes clearly.
• Ability to strategize and execute on a global scale with localization.
• Excellent communication skills and high emotional intelligence.
• CRM experience with Salesforce or Zendesk.
• Customer-centric mindset with data-driven decision making.

Responsibilities

• Identify and prioritize opportunities to achieve contact deflection and efficient processing.
• Serve as interface for product feedback between operations and R&D.
• Support product roadmaps and coordinate with IT, Data, Security, Finance, CS, and Product.
• Lead program and project management, onboarding acquisitions, and new supply processes.
• Analyze performance metrics and drive measurable process improvements.
• Transform multi-system tooling into a single agent desktop (TX 2.0) with high adoption.

Skills

GDS experience

CRM experience

Customer-centric

Data analytics

Strategy development

Project management

Cross-functional collaboration

Relationship building

Global vs local strategy

Independent worker

Travel systems proficiency

IATA accreditation

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 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.

Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here . Your decision to do so will not affect how your candidacy is evaluated.