About this role
About the Role Navan is seeking a hands-on Support Program Manager to lead the operational support model behind Navan Edge’s hybrid AI + human assistant experience. This role will manage the dedicated Edge support operation across concierge workflows, AI escalation handling, lifecycle orchestration, booking validation, and proactive traveler support. The ideal candidate combines strong operational rigor with customer obsession and the ability to build scalable service workflows for an AI-native product. What You'll Do
- Lead the dedicated Navan Edge support operation and agent workflows
- Define and maintain service standards, SLAs, and escalation logic
- Manage AI-to-human support orchestration and concierge handoffs
- Oversee booking validation, offline operational tasks, and QA routines
- Coordinate lifecycle management What We're Looking For
- Hands-on, operationally rigorous with a customer-obsessed mindset
- Ability to build scalable service workflows for AI-native products
- Experience leading AI-to-human support orchestration and concierge handoffs
- Strong cross-functional collaboration and process improvement