Senior Manager, Travel Services

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

📋 Description

• Lead and nurture a diverse team consisting of managers and Travel Experience Consultants.

• Design and implement standardized operational processes on a global scale.

• Identify and execute process enhancements to expand the support organization’s capacity.

• Collaborate with Client Management to enhance retention of current customers.

• Take ownership of Customer Service Satisfaction and Net Promoter scores through proactive traveler assistance.

• Conduct individual meetings and formal evaluations; establish expectations and mentor leadership skills.

• Create and monitor career progression plans.

• Provide ongoing performance feedback aligned with corporate objectives.

• Manage escalations and ensure resolution of customer issues to completion.

• Develop recovery strategies for common service challenges.

• Share best practices and contribute to the Knowledge Base.

• Monitor call queues and Service Level Agreements (SLAs); report on operational and team performance weekly and monthly.

• Conduct root cause analyses and develop permanent corrective measures.

• Utilize CRM platforms such as Salesforce, Zendesk, and Help Scout.

• Use contact center solutions like Five9, Freshdesk, Aspect, and PureCloud.

• Screen and interview prospective hires.

• Contribute to and ensure the implementation of Support modules within the New Hire Training Program.

⛳️ Requirements

• Over 5 years of experience in omni-channel contact center/support roles, leading multiple teams to achieve results.

• More than 5 years of experience with Sabre and/or Amadeus, New Distribution Capability (NDC), and Travel Management Company (TMC) experience is preferred.

• Strong commitment to upholding the Navan culture and enhancing contact center engagement.

• Customer-focused mindset with a dedication to customer support and engagement.

• Capability to build relationships and inspire individuals and teams.

• Demonstrated mentoring and motivating experience, with an understanding of support needs, customer demographics, and challenges of a rapidly growing company.

• Exceptional organizational and interpersonal abilities.

• Strong written and verbal communication, presentation, and facilitation skills.

• Ability to work autonomously and efficiently as part of a team.

• Experience utilizing AI for business analytics and adopting a data-driven approach to operational challenges and strategies.

• Willingness to work non-traditional hours, including early mornings, late evenings, and potential weekend on-call duties.

• Bachelor's degree is preferred.

🏝️ Benefits

• 24x7 support operation.

• Opportunity to join Navan’s expanding team.

• AI-assisted application review with the option to request a human evaluation without affecting candidacy.

• Human oversight in final hiring decisions.