Role summary
Navan is seeking a Senior Travel Experience Manager to lead and develop multiple 24x7 customer support teams. This role involves implementing standardized operational processes, driving scale, and ensuring high customer satisfaction and Net Promoter Scores. Responsibilities include coaching managers, managing escalations, performing root cause analysis, and contributing to talent acquisition and training. The ideal candidate has 5+ years of experience in omni-channel contact center management, preferably with travel industry experience (Sabre, Amadeus, NDC, TMC), and a strong understanding of CRM and contact center applications. Experience using AI for business analytics and a data-driven approach are required. This role requires flexibility for non-traditional shifts and a commitment to Navan's customer-centric culture.
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.
