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The Navan Travel Experience Team is seeking a Senior Travel Experience 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 Experience Consultants
- Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily
- Must be able to 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
- Accountability for Customer Service Satisfaction and Net Promoter scores by way of 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 that occur and own customer issues through to completion
- Develop processes to ensure recovery from the most 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 SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
- When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
- Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
- Knowledge of, and familiarity with 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
- Must be personally committed and accountable for maintaining the Navan culture and contact center engagement
- 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 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 skills & interpersonal skills.
- Excellent written and verbal communication skills, presentation and facilitation skills.
- Ability to work independently and effectively as part of a team.
- Experience using AI to drive business analytics - should be able to provide 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
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
- 5+ years of omnichannel contact center or customer support experience leading multiple teams
- Experience with Sabre and/or Amadeus
- Experience with New Distribution Capability (NDC)
- Travel Management Company (TMC) experience
- Strong customer-support orientation and commitment to customer engagement
- Ability to build relationships and motivate people and teams
- Experience mentoring and motivating teams in a fast-growing company
- Excellent organizational and interpersonal skills
- Excellent written, verbal, presentation, and facilitation skills
- Ability to work independently and collaboratively
- Experience using AI to drive business analytics and develop data-driven operational strategies
- Flexibility to work early mornings, late evenings, and potential weekends on-call
- Bachelor's degree
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.
