About the Role:
We have transitioned from a traditional, reactive WFM department into a proactive, AI-powered Resource Orchestration Center (ROC) organization. Operating as the "Enterprise Brain" of our 1,000-agent, 24/7 global travel operation, we rely on an advanced technology stack—including Genesys Cloud, Snowflake data lakes, ThoughtSpot, and AI-driven analytics—to automate administrative tasks and empower our human talent. We don't just report on what happened; we engineer outcomes to guarantee our elite service level agreements (SLAs) for our travelers and corporate clients.
As a Service Command Analyst, you are the tactical controller of our live global travel operations. You will step away from traditional, manual processes and spreadsheet updates. Instead, you will operate in a dynamic, exception-based environment. Leveraging real-time, AI-generated alerts and dashboards, you will identify risks before they impact the traveler and execute pre-approved, rapid-response levers to protect the business.
To allow for maximum flexibility and impact, you will not be siloed into a single channel (e.g., "just voice" or "just chat"). Instead, you will act as a Portfolio Owner during your shift, managing the holistic health of adaptable business tiers (such as Core, Designated, Dedicated, and Specialty Travel Desks) and adjusting to operational needs as they evolve in the fast-paced travel industry.
What You'll Do:
Exception-Based Execution & SLA Recovery- Monitor automated alerts generated by our Service Intelligence infrastructure indicating SLA risks, volume spikes, or AHT anomalies driven by global travel events.
- Autonomously execute flexible operational levers (e.g., skill blending, channel pivoting, schedule adjustments, or micro-shift overtime) to maintain target SLAs.
- Pivot agents seamlessly between various queues and assignments based on real-time global thresholds and shifting business travel priorities.
- Act as the primary operational controller for your assigned portfolios during your regional shift, adapting to volume trends across multiple business lines.
- Ensure highly effective "follow-the-sun" handoffs to your international counterparts to guarantee seamless 24/7 global continuity.
- Serve as the tip of the spear during travel and business disruptions (system outages, global flight groundings, weather impacts, natural disasters).
- Command the incident response protocols, issue executive notifications, and dynamically reallocate global staffing resources to mitigate impact on travelers.
- Participate in the ROC rotation program, cross-training in forecasting, capacity planning, and basic data intelligence (ThoughtSpot/AI Prompting) to enhance your versatility and eliminate single points of failure.
- Collaborate closely with the Service Intelligence Engineer, BI & Automation Analyst, and Service Excellence Lead to identify repetitive tasks that can be automated out of the Command Center.
What We're Looking For:
- Experience: 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center environment. (Experience in the travel industry is a plus and highly preferred).
- Technical Proficiency: Deep understanding of modern omnichannel routing platforms; Genesys Cloud experience is highly preferred.
- Data Literacy: Comfort operating in a modern data ecosystem. Familiarity with navigating data visualization tools (e.g., ThoughtSpot, Power BI, Tableau) powered by central data lakes (Snowflake).
- Analytical Agility: Strong systems-thinking ability. You must be able to digest AI-driven recommendations and quickly decide on the optimal operational lever to pull under pressure, adjusting to new scenarios as they arise.
- Communication: Elite communication and interpersonal skills. You will be drafting executive summaries and coordinating rapid responses across multiple global departments.
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
- 2+ years progressive experience in Workforce Management, Real-Time Operations, or Operational Command Center environment
- Experience in the travel industry
- Deep understanding of modern omnichannel routing platforms
- Experience with Genesys Cloud
- Familiarity with ThoughtSpot, Power BI, Tableau, and Snowflake data lakes
- Ability to interpret AI-driven recommendations and make rapid operational decisions
- Strong written and verbal communication; ability to draft executive summaries and coordinate cross-functional responses
- Willingness to work regional shifts and perform follow-the-sun handoffs in a 24/7 global environment
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage for employees and dependents are highlighted, with mental health resources such as Headspace included. This breadth of core health benefits signals strong baseline coverage.
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Leave & Time Off Breadth — Flexible vacation in the U.S., a company-wide year-end quiet week, and a U.K. policy listing five weeks of PTO point to generous time-away options. These elements indicate meaningful support for rest and recharge across regions.
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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. Clear, above-basic leave durations suggest solid family support.
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.
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