Senior Product Manager, Traveler Support & Trip Management

The role

You will lead the traveler support journey by connecting users with self-service, AI, human support, or concierge solutions. You will also manage post-booking initiatives to help travelers manage trips and handle changes.

What you will do

• Lead the support journey from identifying needs to connecting travelers with solutions.
• Partner with internal teams and external providers to connect support tools and workflows.
• Design experiences that use AI to understand requests and recommend next steps.
• Improve how travelers manage confirmed trips including itinerary access and flight changes.
• Use traveler context and preferences to anticipate needs and offer proactive help.
• Define success metrics and use data to improve resolution time and traveler satisfaction.
• Work across flights, hotels, itinerary, calendar, and Gmail sync to connect support to the full trip experience.

Required qualifications

• 5+ Years of PM Experience
• Proven experience building consumer, marketplace, travel, ecommerce, AI, or SaaS products.
• AI Product Thinking
• Strong Journey and Workflow Skills
• Data-Driven Product Thinking
• Strong Product Taste
• Operational and Commercial Instincts
• Cross-Functional Leadership
• The Traveler’s Heart

Nice to have

• Experience building customer support, service operations, concierge, travel management, or post-booking products

Before you apply

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

About the company

Navan creates seamless, personalized travel experiences for business travelers around the globe.