Director, Travel Services

This is a fully remote position, open to applicants in Texas.

📋 Description

• Lead and expand the Travel Services operations throughout North America.

• Own and develop the Global Operations & Service operational framework across specialized service offerings.

• Formulate and implement operational strategies that promote growth, efficiency, and outstanding customer experiences.

• Lead, nurture, and motivate high-performing teams.

• Take responsibility for operational performance and service metrics, including SLA, customer satisfaction, quality, productivity, efficiency, and cost-to-serve.

• Advocate for AI, automation, and emerging technologies in service delivery.

• Collaborate with Product, Engineering, Analytics, Workforce Management, Learning & Development, Talent Acquisition, and regional leaders.

• Utilize data and analytics to identify trends, anticipate customer needs, enhance workforce efficiency, and inform decision-making.

• Spearhead operational transformation initiatives and scale service delivery.

• Oversee capacity planning, recruitment, training, and talent development partnerships.

• Enhance the traveler experience for enterprise and high-value customers.

• Ensure operational readiness and crisis management during travel disruptions and IROPs.

• Manage technology and vendor partnerships.

• Drive innovative initiatives that position Navan as an industry leader in travel services.

⛳️ Requirements

• Over 10 years of experience in Operations, Customer Support, or Service Delivery.

• More than 5 years of senior leadership experience managing large, complex teams in a dynamic, matrixed environment.

• Demonstrated success in building, scaling, and transforming high-performing customer service or contact center operations.

• In-depth understanding of contact center operations, including workforce management, capacity planning, service-level management, quality assurance, and operational efficiency.

• Ability to convert business objectives into operational strategies, measurable KPIs, and concrete business outcomes.

• Strong financial and business acumen, including budget management, cost-to-serve optimization, and data-driven investment decisions.

• Experience in leveraging AI, automation, and digital technologies to enhance customer support operations, employee productivity, and customer experience.

• Practical exposure to AI-powered customer service solutions, including agent copilots, conversational AI, chatbots, automated quality assurance, intelligent knowledge management, or workflow automation.

• Comprehensive understanding of modern contact center technology, including CRM platforms, omnichannel solutions, workforce management tools, and performance analytics.

• Experience collaborating with Product and Engineering teams to improve internal tools, automate processes, and enhance both agent and customer experiences.

• Travel industry experience is highly preferred, especially in corporate travel, TMCs, airlines, or travel technology organizations.

• Solid grasp of corporate travel operations, including reservations, ticketing, exchanges, refunds, travel policies, and managing complex itineraries.

• Knowledge of GDS systems, particularly Sabre or Amadeus.

• Awareness of travel industry challenges, including IROPs, airline disruptions, schedule changes, and time-sensitive traveler support.

• Experience supporting enterprise or high-value travel customers.

• Outstanding communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Collaborative mindset with the capability to build partnerships across global teams and functions.

• Strong sense of ownership, urgency, and accountability.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and growth.

• Flexible work arrangements and work-life balance initiatives.