We are looking for 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 messaging and proactive traveler workflows
- Monitor support KPIs, operational health, and customer experience quality
- Partner closely with Product, Engineering, Operations, and AI teams
- Drive enablement, process improvements, and Edge-specific tooling needs
- Ensure consistent Edge tone, personalization, and service quality across all traveler interactions
- Support operational readiness for new product launches and Lines of Business expansion
What We're Looking For
- 5+ years experience in support operations, program management, concierge operations, or customer experience
- Strong operational execution and process management capabilities
- Experience working cross-functionally with Product and Engineering teams
- Ability to operate in fast-moving, ambiguous environments
- Customer-obsessed mindset with high quality standards
- Experience with AI-assisted workflows, travel operations, or premium customer support is a strong advantage
- SLA and response time performance
- Customer satisfaction and NPS
- QA and booking accuracy
- Escalation resolution efficiency
- Operational scalability and readiness
- Consistency of Edge support experience
Skills Required
- 5+ years experience in support operations, program management, concierge operations, or customer experience
- Strong operational execution and process management capabilities
- Experience working cross-functionally with Product and Engineering teams
- Ability to operate in fast-moving, ambiguous environments
- Customer-obsessed mindset with high quality standards
- Experience with AI-assisted workflows, travel operations, or premium customer support
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — The package includes medical, dental, and vision coverage for employees and dependents, along with mental health resources such as Headspace. Additional protections like disability and life insurance and options like FSA are described.
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Parental & Family Support — Paid parental leave is specified as 16 weeks for the birthing parent and 10 weeks for the non‑birthing parent, with family medical leave also available. Supportive amenities such as an onsite Mother’s Room and company‑sponsored family events are included.
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Leave & Time Off Breadth — Flexible/unlimited vacation and generous PTO structures are highlighted, alongside paid holidays and sick time. Bereavement leave is also offered across many locations.
Navan Insights
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.
Gallery
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.
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