Director, Travel Services

The role

The Director of Travel Services will lead the North America Travel Services organization. This role involves scaling operations, driving operational excellence, and leveraging AI and automation to transform customer support.

What you will do

• Lead and scale Travel Services operations across North America.
• Evolve the Global Operations & Service operating model.
• Build and execute operational strategies to support business growth.
• Lead, develop, and inspire high-performing teams.
• Own operational performance and key service metrics.
• Champion the adoption of AI, automation, and emerging technologies.
• Partner with Product, Engineering, and Analytics stakeholders.
• Leverage data and analytics to drive strategic decision-making.
• Lead operational transformation initiatives.
• Partner with Workforce Management, Learning & Development, and Talent Acquisition.

Required qualifications

• 10+ years of experience in Operations, Customer Support, or Service Delivery.
• 5+ years of senior leadership experience managing large, complex teams.
• Proven track record of building, scaling, and transforming customer service or contact center operations.
• Strong understanding of contact center operations including workforce management and capacity planning.
• Ability to translate business objectives into operational strategies and KPIs.
• Strong financial and business acumen including budget management.
• Proven ability to lead change and build engaged teams.
• Experience managing complex projects and cross-functional initiatives.
• Demonstrated experience leveraging AI, automation, and digital technologies.
• Hands-on exposure to AI-powered customer service solutions.
• Strong understanding of modern contact center technology.
• Technology-first mindset.

Nice to have

• Previous experience in the travel industry, particularly within corporate travel, TMCs, airlines, or travel technology organizations.
• Solid understanding of corporate travel operations.
• Knowledge of Global Distribution Systems, particularly Sabre or Amadeus.
• Familiarity with travel industry challenges like irregular operations (IROPs).
• Experience supporting enterprise or high-value travel customers.

Before you apply

• Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes.
• You may request a human evaluation without AI assistance by entering your email.

About the company

The Navan Global Operations & Service (GO&S) team seeks a Director to lead their North America Travel Services organization.