Senior Manager, Resource Orchestration (WFM)

Navan, Inc.; Dallas (TX); On-site; USD 130,000 - 180,000; Full time

Job summary

Navan, Inc. is seeking a Senior Manager, Resource Orchestration (WFM) to lead the workforce planning and demand forecasting for a global, multi-channel contact center.

You will design and own the operating rhythm, schedules, intraday decisions, and crisis response in collaboration with Operations, Analytics, Product, and Technology. The ideal candidate brings 7+ years in WFM leadership, experience with CCaaS platforms, and a strong ability to translate data into practical actions that improve

Qualifications

• 7+ years of progressive workforce management in high-volume contact centers.
• 3+ years leading WFM teams or operational planning professionals.
• Experience building forecasts and staffing plans and interpreting performance data.

Responsibilities

• Own and improve the WFM operating rhythm across forecasting, capacity planning, staffing, scheduling, and crisis management.
• Create forecasts for voice and digital channels and translate demand into staffing needs.
• Develop schedules and staffing strategies balancing service goals, cost, and employee experience.
• Collaborate with intraday management to monitor real-time trends and inform workforce plans.
• Shape WFM and CCaaS technology roadmap and measure results.

Skills

Forecasting

Capacity planning

Scheduling

Intraday operations

Real-time performance

Workforce analytics

Team leadership

Problem solving

Education

Bachelor’s degree or equivalent practical experience

Tools

Genesys Cloud

NICE

Verint

Calabrio

Job description

Senior Manager, Resource Orchestration (WFM)

Department: Global Operations and Service (GOS)

Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. The Resource Orchestration Center (ROC) is the proactive, AI-powered command center supporting our global travel operation. The team partners across Operations, Product, and technology to anticipate demand, balance capacity, and help deliver a best-in-class experience for travelers and agents.

As Senior Manager, Resource Orchestration (WFM), you will lead the workforce management practices that keep a complex, global, multi-channel contact center staffed and responsive. This is a hands-on WFM leadership role for a generalist who understands how the full system fits together—from demand signals and forecasting through schedules, intraday decisions, contact routing, and customer outcomes.

You will lead and develop WFM professionals while partnering with Operations, Analytics, Product, and Technology. You will use data and operational context to anticipate what is changing, explain the impact, and turn it into practical action. The strongest candidate is naturally curious, keeps learning, asks what is driving contact-center performance, and enjoys finding solutions when the answer is not obvious.

What You’ll Do:

End-to-End Workforce Management

• Own and continuously improve the WFM operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management.
• Build short- and long-range forecasts across voice and digital channels; explain assumptions, risks, and forecast variance, and translate demand into productive staffing and hiring needs.
• Create schedules and staffing strategies that balance service goals, productivity, cost, employee experience, skills, time zones, and business priorities.
• Partner with the intraday management team to understand real-time trends in volumes, handle times, staffing, adherence, service levels, and backlog; use those insights to inform workforce plans and elevate issues that may require crisis response.

Routing, CCaaS & Contact-Center Technology

• Bring a strong working understanding of contact routing and CCaaS platforms, including how queue design, skills, priorities, routing rules, channel mix, and self-service affect workload, service, and staffing.
• Partner with platform administrators, Operations, and Product/Engineering to evaluate routing or configuration changes, translate operational needs into requirements, support testing and launch readiness, and measure results.
• Connect routing and WFM decisions: identify when demand, skill coverage, queue performance, or agent availability points to a routing, process, or staffing issue.
• Help shape the WFM and contact-center technology roadmap, improving how data, forecasting, automation, and real-time signals support decisions. Experience with Genesys Cloud is useful; comparable CCaaS and WFM platforms are welcome.

Crisis Readiness & Response

• Lead and develop the crisis management team responsible for coordinating WFM response to travel disruptions, major weather events, outages, demand spikes, and other incidents that can rapidly change contact patterns or staffing availability.
• Set the crisis management team’s operating model, responsibilities, coverage, escalation paths, and communication routines; maintain practical response playbooks and scenario plans with Operations and cross-functional partners.
• During an event, lead the crisis management team in building a clear operating picture: assess demand and capacity, surface risks early, coordinate response options and cross-functional actions, and adjust the response as conditions change.
• Lead post-event reviews with the crisis management team and partners to identify what worked, what did not, and which forecasting, routing, staffing, or process improvements should follow.
• Lead cross-functional projects from problem definition through requirements, milestones, risks, stakeholder alignment, implementation, and outcome measurement.
• Turn complex or ambiguous operational problems into clear analysis, testable options, and executable plans; document decisions and follow through on commitments.
• Identify recurring friction and root causes across the contact center, then prioritize improvements that strengthen customer experience, agent experience, service, and efficiency
• Build strong partnerships with Operations, Finance, People, Analytics, Product, and Technology; communicate WFM implications clearly to frontline leaders and executives.
• Coach, develop, and retain a high-performing team; build depth across forecasting, capacity planning, scheduling, and crisis management.
• Foster curiosity and continuous learning. Encourage the team to investigate new signals, ask thoughtful questions, share what they learn, and adapt practices as the business and contact-center landscape change.
• Stay informed about changes affecting demand and performance—including product launches, traveler behavior, channel shifts, policies, processes, routing, and external disruptions—and connect those changes to workforce implications.

What We’re Looking For:

• 7+ years of progressive workforce management experience in a high-volume contact center, with meaningful experience across forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics.
• 3+ years leading, coaching, or developing WFM teams or other operational planning professionals.
• Demonstrated ability to build forecasts and staffing plans, interpret performance data, identify risks, and recommend actions that improve service and operational outcomes.
• Strong understanding of contact routing and CCaaS concepts, such as queues, skills, routing strategies, and digital channels; experience partnering on platform configuration or launches.
• Experience leading cross-functional projects and delivering operational or technology changes from planning through adoption and measurement.
• Sound judgment and composure in fast-moving situations, with experience supporting incident response, demand spikes, or service recovery.
• Clear written, verbal, and presentation skills, including the ability to explain complex workforce topics to varied audiences.
• Proficiency with WFM and contact-center systems, spreadsheets, and reporting or analytics tools. Experience with Genesys Cloud, NICE, Verint, Calabrio, or comparable platforms is a plus.
• Bachelor’s degree or equivalent practical experience. Relevant certifications in workforce planning, project management, or continuous improvement are welcome but not required.

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.

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.

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.

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.

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