[Hiring] Senior Manager, Travel Services @Navan

Role Description

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.

• 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.
• 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 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 of 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.
• Perform root cause analysis to develop permanent corrective actions to improve processes when problems arise.
• 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.

Qualifications

• 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.

Requirements

• 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.