Navan is seeking a bold and visionary SVP, Global Operations & Services to lead, elevate, and transform our global service organization into a world-class, customer obsessed powerhouse. Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator.
Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale.
What You’ll Do:
- Define and Execute Global Strategy: Redefine the vision and strategy for a world class Global Operations and Service (GO&S) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel
- Pioneer Tech and AI Deployment: Own the deployment of Generative AI and automation technologies to accelerate problem resolution, deliver proactive support, and achieve step-change improvements in service quality and velocity
- End-to-End Operational Ownership: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA)
- Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success
- Build an Award-Winning Team: Cultivate a high-performing global team and champion a “customer first, always” mindset to elevate Navan’s support into an award-winning, best-in-class organization
What We’re Looking For:
- 12+ years in Global Operations/Customer Service, with at least 8+ years in senior leadership roles within high-growth, tech-forward organizations
- Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment
- Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence
- Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI)
- Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones
- Comfortable navigating high-growth ambiguity, fast decision-making and resource allocation in evolving markets
- Extensive domestic and international travel required
Preferred Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; MBA or equivalent preferred
- Experience in tech-based global distribution or transactional systems (eg. Fintech, SaaS or a diversified conglomerate)
- Experience building global support hubs and multilingual, multicultural support teams
For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.
Top Skills
What the Team is Saying
What We Do
Navan is the leading all-in-one business travel and expense management solution 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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