Director, Travel Services

🕒 Outubro 15

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 29 dias.
• As vagas desta empresa costumam ser preenchidas em 29 dias.
• Sem salário divulgado.

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Navan

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

✈️ Turismo

📦 Logística

💼 Consultoria

Travel • Logistics • Consulting

A Navan é uma empresa que oferece soluções completas para viagens de negócios e serviços de gestão de despesas, visando otimizar programas de viagens corporativas. Sua plataforma atende pequenas empresas e grandes corporações ao fornecer ferramentas para a gestão de reservas de viagens, cartões corporativos e despesas. A Navan aumenta a visibilidade e o controle financeiro por meio da categorização automática de despesas e relatórios, enquanto capacita os funcionários com recursos fáceis de reserva e rastreamento de despesas. A plataforma suporta integração perfeita com os sistemas financeiros existentes e enfatiza a sustentabilidade nas viagens. A Navan é confiada por milhares de empresas em todo o mundo e aumenta a produtividade através de seus insights impulsionados por IA e interface amigável ao usuário.

Descrição

• Lead and scale Travel Services operations across North America • Own and evolve the Global Operations & Service operating model across specialized service offerings • Build and execute operational strategies supporting growth, efficiency, and exceptional customer experiences • Lead, develop, and inspire high-performing teams • Own operational performance and service metrics including SLA, customer satisfaction, quality, productivity, efficiency, and cost-to-serve • Champion AI, automation, and emerging technologies in service delivery • Partner with Product, Engineering, Analytics, Workforce Management, Learning & Development, Talent Acquisition, and regional leaders • Use data and analytics to identify trends, anticipate customer needs, improve workforce efficiency, and drive decisions • Lead operational transformation initiatives and scale service delivery • Manage capacity planning, hiring, training, and talent development partnerships • Improve traveler experience for enterprise and high-value customers • Drive operational readiness and crisis management during travel disruptions and IROPs • Manage technology and vendor partnerships • Lead innovative initiatives positioning Navan as an industry leader in travel services

🎯 Requisitos

• 10+ years of experience in Operations, Customer Support, or Service Delivery • 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 • Ability to translate business objectives into operational strategies, measurable KPIs, and tangible business outcomes • Strong financial and business acumen, including budget management, cost-to-serve optimization, and data-driven investment decisions • Experience leveraging AI, automation, and digital technologies to improve customer support operations, employee productivity, and customer experience • Hands-on exposure to AI-powered customer service solutions, including agent copilots, conversational AI, chatbots, automated quality assurance, intelligent knowledge management, or workflow automation • Strong understanding of modern contact center technology, including CRM platforms, omnichannel solutions, workforce management tools, and performance analytics • Experience partnering with Product and Engineering teams to improve internal tools, automate processes, and enhance agent and customer experience • Travel industry experience is strongly preferred, particularly in corporate travel, TMCs, airlines, or travel technology organizations • Solid understanding of corporate travel operations, including reservations, ticketing, exchanges, refunds, travel policies, and complex itinerary management • Knowledge of GDS, particularly Sabre or Amadeus • Familiarity with travel industry challenges, including IROPs, airline disruptions, schedule changes, and time-sensitive traveler support • Experience supporting enterprise or high-value travel customers • Exceptional communication and interpersonal skills • Strong analytical and problem-solving capabilities • Collaborative mindset and ability to build partnerships across global teams and functions • Strong sense of ownership, urgency, and accountability

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