Senior Manager, Travel Services

The role

This role provides leadership and operational oversight of multiple support teams responding to customers on a 24x7 basis. You will lead a diverse team of managers and consultants to deliver proactive service to travelers.

What you will do

• 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
• Work with Client Management to ensure retention of existing customers
• Maintain accountability for Customer Service Satisfaction and Net Promoter scores
• Conduct regular 1:1 meetings and formal reviews
• Provide performance feedback to encourage desired behaviors
• Manage escalations and own customer issues through to completion
• Develop processes to ensure recovery from common service issues
• Monitor Call Queues and SLAs and report on performance

Required qualifications

• 5+ years in omni-channel contact center/support experience leading multiple teams
• Must be personally committed and accountable for maintaining the Navan culture and contact center engagement
• Ability to build relationships and motivate people and teams
• Excellent organizational skills and 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
• Flexibility to work non-traditional shifts (early mornings, late evenings and potential weekends on-call)

Nice to have

• 5+ years of experience with Sabre and / or Amadeus, New Distribution Capability (NDC), and Travel Management company (TMC) experience
• Bachelor's degree

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 Travel Experience Team is a growing team providing leadership and operational oversight of multiple support teams.