Senior Manager, Travel Services

Navan; Dallas (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

Navan is seeking a Senior Travel Experience Manager to lead multiple support teams delivering 24x7 customer assistance. You will oversee operations, define standardized processes, and drive accountability to achieve service goals.

You will mentor leaders, manage escalations, and work with Client Management to retain customers, ensuring top-tier CSAT and NPS through proactive service. Strong collaboration and data-driven decision making are essential.

Qualifications

• 5+ years in omni-channel contact center/support leading multiple teams
• 5+ years of Sabre and/or Amadeus, NDC, and TMC experience preferred
• Must be personally committed and accountable for maintaining the Navan culture and contact center engagement
• 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 build relationships and motivate people and teams
• Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent written and verbal communication skills, presentation and facilitation skills.
• Ability to work independently and effectively as part of a team.
• Experience using AI to drive business analytics - should be able to provide a data-driven approach for operational challenges and strategies.
• Flexibility to work non-traditional shifts (early mornings, late evenings and potential weekends on-call) as we scale our support organization
• Bachelor's degree preferred

Responsibilities

• Lead and develop a diverse team of managers and Travel Experience Consultants
• Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily
• Identify and deliver on process opportunities to improve scale within the support organization
• Work directly with colleagues in Client Management to ensure the retention of existing customers
• Accountability for Customer Service Satisfaction and Net Promoter scores by delivering proactive service to travelers
• Conduct regular 1:1 meetings and formal reviews to monitor progress, set expectations, and coach leadership skills
• Provide performance feedback continually to encourage desired behaviors in line with corporate goals
• Manage escalations that occur and own customer issues through to completion
• Develop processes to ensure recovery from common service issues
• Share best practices with team members to enhance quality and efficiency
• Monitor Call Queues (ACD) and SLA's to ensure adherence and achievement of goals - report on weekly and monthly performance
• Root cause analysis to develop permanent corrective actions to improve processes
• Knowledge of CRM applications (e.g. Salesforce, ZenDesk, HelpScout) and contact center apps (e.g. Five9, Freshdesk, Aspect, PureCloud)
• Screen for and interview new hires as we scale our support organization
• Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.

Skills

Customer-centric

Leadership

Mentoring

Organizational skills

Communication skills

Data-driven analytics

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Help Scout

Five9

Freshdesk

Aspect

PureCloud

Job description

The Navan Travel Experience Team is seeking a Senior Travel Experience Manager to join our growing team. This role provides leadership and operational oversight of multiple support teams responding to customers on a 24x7 basis.

What You’ll Do

• Lead and develop a diverse team of managers and Travel Experience Consultants
• Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily
• Must be able to identify and deliver on process opportunities to improve scale within the support organization
• Work directly with colleagues in Client Management as needed to ensure the retention of existing customers
• Accountability for Customer Service Satisfaction and Net Promoter scores by way of delivering an exceptional level of proactive service to travelers
• Conduct regular 1:1 meetings and formal reviews to monitor progress, set expectations, and coach and develop leadership skills including the creation and tracking career maps.
• Provide performance feedback continually to encourage desired behaviors in line with corporate goals.
• Manage escalations that occur and own customer issues through to completion
• Develop processes to ensure recovery from the most common service issues.
• Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.
• Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
• When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
• Knowledge of, and familiarity with contact center applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)
• Screen for and interview new hires as we scale our support organization
• Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.

What We’re Looking For

• 5+ years in omni-channel contact center/support experience leading multiple teams to deliver results
• 5+ years of experience with Sabre and / or Amadeus, New Distribution Capability (NDC), and Travel Management company (TMC) experience preferred
• Must be personally committed and accountable for maintaining the Navan culture and contact center engagement
• 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 build relationships and motivate people and teams
• Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent written and verbal communication skills, presentation and facilitation skills.
• Ability to work independently and effectively as part of a team.
• Experience using AI to drive business analytics - should be able to provide a data-driven approach for operational challenges and strategies.
• Flexibility to work non-traditional shifts (early mornings, late evenings and potential weekends on-call) as we scale our support organization
• Bachelor's degree preferred

Human oversight:

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