Navan is looking for a strategic and inspiring Director of Travel Services to lead our high-performing team responsible for delivering exceptional support to our travel customers. Based in the US, this role will oversee our Travel Experience operation, helping to shape and scale a best-in-class service model to support our rapid growth and evolving customer needs.
What You'll Do:
- Own and evolve the end-to-end Travel Experience service model, ensuring it is purpose-built to support core, designated, dedicated, and in-plant customer segments.
- Develop and maintain a scalable operating model that enables world-class service delivery aligned with Navan’s hypergrowth across verticals.
- Lead, inspire, and grow a team of Travel Service professionals, with a focus on delivering exceptional experiences for our enterprise clients and key accounts.
- Create and execute measurable talent strategies, ensuring the team is set up for success today and into the future.
- Be accountable for key performance metrics, service quality, and operational efficiency across all channels supporting our travel customers.
- Partner cross-functionally with site leaders, product, engineering, and commercial teams to ensure seamless and scalable support processes.
- Drive continuous improvement through data insights, customer feedback, and agent experience to optimize both performance and satisfaction.
- Identify and implement process and technology improvements that enhance service delivery and efficiency, including vendor and technology partner management.
- Champion a customer-first culture, while also managing change effectively in a dynamic, high-growth environment.
- Represent Travel Services at the leadership level, helping influence company-wide decisions that impact the customer journey.
What We’re Looking For:
- A visionary leader with a passion for delivering world-class customer experiences and operational excellence.
- 10+ years of experience in customer support or service operations, with 5+ years in senior leadership roles, ideally in a high-growth, global or matrixed organization.
- Proven success leading large, distributed service teams with a focus on complex, high-touch customer experiences.
- Experience with contact center operations, support tools, and performance management systems.
- Background in the travel industry or working with travel-related services is strongly preferred.
- Strong data and analytical skills with the ability to translate insights into strategy and execution.
- A collaborative, empathetic leadership style and a track record of developing high-performing teams.
- Exceptional communication and stakeholder management skills.
- Strong program and project management skills, with the ability to drive execution under tight timelines and changing priorities.
- Comfortable operating in a fast-paced, dynamic environment where innovation and adaptability are essential.
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What We Do
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as four days a week in-office.
