Manager, Travel Experience Consultant

About the Role Navan is seeking a Manager, Travel Experience Consultant to lead a dedicated team of Travel Consultants. This role blends people leadership, operational management, and strategic relationship management for our most valued customers. You will oversee day-to-day team performance, drive continuous improvement, and ensure the offline travel program delivers exceptional service. What You'll Do

• Serve as the frontline manager for a team of Business Travel Consultants, coaching, training, and upskilling to deliver best-in-class customer experiences.
• Conduct regular 1:1 meetings and quarterly reviews to monitor progress, set expectations, and support career development using career maps.
• Oversee operational performance (ACD queues, SLAs); perform root cause analysis on service issues and implement permanent process improvements.
• Act as the primary point of contact for the dedicated customer's Travel Manager; conduct regular check-ins, present performance statistics, and collaborate on improvement plans.
• Take ownership of customer escalations, coaching the team to address traveler inquiries and stepping in to handle escalated chats and calls when needed.
• Collaborate with the wider support team to meet performance and behavior metrics, and communicate service improvements and corrective actions to the customer.
• Lead Talent Acquisition & Onboarding: screen and interview new hires, contribute to New Hire Training Program, and ensure effective execution for modules delivered by the support team.
• Administrative Oversight: manage approvals for employee travel bookings and conduct resignation conversations with departing employees, documenting insights to improve the company.
• Engagement & Culture: organize team engagement activities (in-person and remote) to foster a positive, collaborative, and high-performing team. What We're Looking For
• Proven experience leading a team of travel or customer service professionals with a focus on developing people and performance.
• Strong operational management skills, including monitoring call queues (ACD) and SLAs, with a track record of driving process improvements.
• Excellent relationship management abilities, including experience engaging with executive stakeholders (e.g., Travel Manager).
• Demonstrated ability to manage escalations end-to-end and pursue first-contact resolution when possible.
• Collaborative, transparent communicator capable of coordinating with cross-functional teams and customers.
• Experience in talent acquisition and onboarding, including participation in new hire training programs.
• Strong organizational skills and the ability to manage administrative tasks such as travel approvals and resignation discussions.
• Data-driven mindset with attention to performance metrics and continuous improvement.