Senior Manager, Travel Services

Senior Manager, Travel Services

Location: Remote (USA)

Department: Global Operations and Service (GOS)

The Navan Travel

Experience

• Team is seeking a Senior Travel 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 Consultants

• Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily

• 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

• Ensure Customer Service Satisfaction and Net Promoter scores by 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 and own customer issues through to completion

• Develop processes to ensure recovery from 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 SLAs to ensure adherence and achievement of goals; report on weekly and monthly performance of the operation and your team

• Perform root cause analysis to develop permanent corrective actions to improve processes when needed

• Knowledge of CRM applications (e.g., Salesforce, Zendesk, Help Scout, etc.)

• Knowledge of 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

• Commitment to maintaining the Navan culture and contact center engagement

• Customer-Centric: the customer is at the forefront of everything we do; 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 and interpersonal skills

• Excellent written and verbal communication, presentation and facilitation skills

• Ability to work independently and effectively as part of a team

• Experience using AI to drive business analytics and 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

• Candidate privacy and use of AI: Navan uses automated tools to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers. If you prefer a human evaluation, you may request one.

• Equal Opportunity: Navan is an equal opportunity employer. We make all employment decisions based solely on merit and do not discriminate on any protected characteristics.

• Accommodations: Navan provides reasonable accommodations for applicants with disabilities in accordance with applicable law.