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The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross functionally shaping and driving strategic, operational, and organizational improvements across the team such as:
- Alignment to Global Service strategy and implementation of change, which embraces localisation
- Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience.
- Collaboration with front, mid, back office teams to drive the true TMC experience for customers
- Driving customer insights to deliver improvements in quality, learning and product roadmap
- Ownership of agent tooling to establish a world class consultant and customer experience.
- Consultant and Agent advocate and champion
Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.
What You’ll Do:
- In the Operations Manager role, you’ll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.
- Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)
- You will be representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population.
- You will use sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics.
- Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams.
- Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
- Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service.
- Working with our Operations Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised.
- Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool.
What We’re Looking For:
- 7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel
- 5+ Years proven GDS experience to expert level
- IATA accreditation (WWAFT / VAII / BA2)
- Strong organizational skills to manage multiple concurrent projects with varied stakeholders
- Strong ability to clearly develop and document processes
- Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
- Excellent communication skills and strong emotional intelligence
- Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
- Ability to strategize and execute on a global scale, whilst incorporating localised nuances
- Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
- Prioritization legend, understand when and how to say no, or later
- Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).
- Customer-Centric: The customer is at the forefront of everything we do - you must live and breathe customer support and promote high customer engagement through all interactions.
- Ability to work independently and effectively as part of a team
- Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
- Results driven and proactive with ability to own and execute area of responsibility with excellence
- Technically proficient with travel systems and third party supplier platforms and tools.
- Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
- Leading by example at all times
- Solid business acumen
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
Skills Required
- 7+ years of experience in TMC or business travel operations management covering air, rail, car, and hotel supplier products
- 5+ years of proven GDS experience at an expert level
- IATA accreditation, including WWAFT, VAII, or BA2
- Strong organizational skills for managing multiple concurrent projects and varied stakeholders
- Ability to develop and document processes clearly
- Ability to develop strategies, communicate them clearly, and gain stakeholder support
- Excellent communication skills and emotional intelligence
- Ability to build relationships across teams, locations, time zones, and external partners
- Ability to strategize and execute globally while incorporating localized requirements
- Creative, solutions-driven, and independently motivated approach
- Strong prioritization and decision-making skills
- Knowledge of CRM applications such as Salesforce or Zendesk
- Customer-centric approach with experience supporting customer engagement
- Ability to work independently and collaboratively
- Business analytics and data-driven performance analysis skills
- Results-driven and proactive approach to owning responsibilities
- Technical proficiency with travel systems and third-party supplier platforms and tools
- Ability to complete tasks using available resources within agreed timelines
- Demonstrated leadership by example
- Solid business acumen
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage for employees and families are explicitly offered, and healthcare is often characterized as a strong part of the package with mental‑health resources included. This breadth of core health benefits is consistently highlighted alongside lifestyle supports.
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Leave & Time Off Breadth — Policies emphasize flexible/unlimited vacation in the U.S., with region‑specific structures such as five weeks of paid annual leave in the UK. This scope of time‑off options is presented as a clear advantage.
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Parental & Family Support — Paid parental leave is structured at 16 weeks for birthing parents and 10 weeks for non‑birthing parents. This level of support is positioned as a meaningful benefit for families.
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.
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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.
