Senior Travel Experience Leader - Global 24/7 Support

01A; United States; Sur place; USD 110 000 - 160 000; Plein temps

Résumé du poste

Navan seeks a Senior Travel Experience Manager to oversee multiple support teams delivering 24/7 customer responses. You will lead managers and consultants, shaping global operational processes to ensure accountability and consistent service.

You will drive scale, coach leadership, and collaborate with Client Management to retain customers. Responsibilities include measuring CSAT/NPS, conducting reviews, and identifying root causes to prevent repeats, leveraging CRM and contact center tools.

Qualifications

• 5+ years in omni-channel contact center leadership.
• Experience with Sabre / Amadeus, NDC and TMC exposure preferred.
• Customer-centric with ability to build relationships and motivate teams.

Responsabilités

• 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.
• Identify and deliver on process opportunities to improve scale within the support organization.
• Collaborate with Client Management to retain existing customers.
• Ensure Customer Service Satisfaction and Net Promoter Scores through proactive service.
• Conduct regular 1:1 meetings and formal reviews to coach leadership and map careers.
• Provide ongoing performance feedback and manage escalations to resolution.
• Develop recovery processes for common service issues and share best practices.
• Monitor Call Queues and SLAs; report on weekly/monthly performance.
• Perform root cause analysis to implement permanent improvements.
• Leverage CRM and contact center tools (Salesforce, ZenDesk, Five9, etc.).
• Screen and interview new hires; contribute to New Hire Training.

Connaissances

Omni-channel contact center

Leadership

Customer service

Relationship building

Mentoring

Communication

Data-driven analytics

AI-driven analytics

Formation

Bachelor's degree

Outils

Salesforce

ZenDesk

Help Scout

Five9

Freshdesk

Aspect

PureCloud

Description du poste

Navan seeks a Senior Travel Experience Manager to oversee multiple support teams delivering 24/7 customer responses. You will lead managers and consultants, shaping global operational processes to ensure accountability and consistent service.

You will drive scale, coach leadership, and collaborate with Client Management to retain customers. Responsibilities include measuring CSAT/NPS, conducting reviews, and identifying root causes to prevent repeats, leveraging CRM and contact center tools.