Senior Manager, Travel Services

Navan; United States; Sur place; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage

Equity plans

Flexible time off

Parental leave

Résumé du poste

Navan seeks a Senior Travel Experience Manager to lead multiple support teams delivering top-tier service 24/7. The role focuses on developing scalable, standardized processes and driving continuous improvement across the operation.

You will partner with Client Management to retain customers, monitor CSAT/NPS, and coach leaders through regular reviews. Strong CRM and contact-center app knowledge is essential.

Qualifications

• 5+ years in omni-channel contact center leadership.
• Experience managing 24x7 travel/customer support teams.
• Strong analytics and data-driven decision making.
• Excellent written and verbal communication.

Responsabilités

• Lead and develop a diverse team of managers and Travel Experience Consultants.
• Develop and globally implement standardized operational processes.
• Identify and deliver on process opportunities to improve scale.
• Collaborate with Client Management to retain customers.
• Own CSAT and NPS through proactive service delivery.
• Conduct regular 1:1s and formal reviews to coach leaders.

Connaissances

Leadership

Customer support leadership

Operational excellence

Data-driven

Process improvement

Mentoring/coaching

Interviewing

Training program design

CRM knowledge

Analytical skills

Formation

Bachelor's degree

Outils

Salesforce

Zendesk

Help Scout

Five9

Freshdesk

PureCloud

Description du poste

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

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.

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.

Job Search Best Practices

We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".

*Applies to select locations.