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About the role
In this role, you will be responsible for delivering exceptional customer experiences, driving operational excellence, and building scalable, high-performing teams that support Navan's continued growth. We're looking for a leader who combines strong operational expertise, a passion for the travel industry, and a technology-first mindset, with the ability to leverage AI, automation, and data-driven insights to transform how we support our customers. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 10+ years of experience in Operations, Customer Support, or Service Delivery, ideally within a large-scale, global or multinational organization
- 5+ years of senior leadership experience, managing large, complex teams in a fast-paced, matrixed environment
- Proven track record of building, scaling, and transforming high-performing customer service or contact center operations
- Strong understanding of contact center operations, including workforce management, capacity planning, service-level management, quality assurance, and operational efficiency
- Demonstrated ability to translate business objectives into operational strategies, measurable KPIs, and tangible business outcomes
- Strong financial and business acumen, with experience managing budgets, optimizing cost-to-serve, and making data-driven investment decisions
More about this role
The Navan Global Operations & Service (GO&S) team is seeking an experienced and forward-thinking Director of Travel Services to lead our North America Travel Services organization.
In this role, you will be responsible for delivering exceptional customer experiences, driving operational excellence, and building scalable, high-performing teams that support Navan's continued growth.
We're looking for a leader who combines strong operational expertise, a passion for the travel industry, and a technology-first mindset, with the ability to leverage AI, automation, and data-driven insights to transform how we support our customers.
- Lead and scale Travel Services operations across North America, ensuring consistent delivery of high-quality customer support while balancing customer satisfaction, operational performance, and cost efficiency.
- Own and continuously evolve the Global Operations & Service operating model, developing scalable support strategies across Core, Designated, Dedicated, and other specialized service offerings.
- Build and execute operational strategies that support business growth, improve efficiency, and deliver exceptional experiences across customer segments.
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