Streamline your corporate travel management and expense processes in one app. Save time, gain efficiency, and reduce costs with this powerful, all-in-one solution.
About the role
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. 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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
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
- Must be able to 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 way of 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 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...
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