Senior Manager, Travel Services

🕒 Outubro 5

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

👻 Score fantasma 14%

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 38 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 develop a diverse team of managers and Travel Experience Consultants • Develop and globally implement standardized operational processes • Identify and deliver process improvements to increase support organization scale • Collaborate with Client Management to support retention of existing customers • Own Customer Service Satisfaction and Net Promoter scores through proactive traveler service • Conduct 1:1 meetings and formal reviews; set expectations and coach leadership skills • Create and track career maps • Provide continual performance feedback aligned with corporate goals • Manage escalations and own customer issues through completion • Develop recovery processes for common service issues • Share best practices and contribute to the Knowledge Base • Monitor call queues and SLAs; report weekly and monthly operational and team performance • Perform root cause analysis and develop permanent corrective actions • Use CRM applications such as Salesforce, Zendesk, and Help Scout • Use contact center applications such as Five9, Freshdesk, Aspect, and PureCloud • Screen and interview new hires • Provide input for and ensure execution of Support modules in the New Hire Training Program

🎯 Requisitos

• 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 • Commitment and accountability for maintaining the Navan culture and contact center engagement • Customer-centric approach and commitment to customer support and engagement • Ability to build relationships and motivate people and teams • Proven mentoring and motivating experience with understanding of support requirements, customer base, and fast-growing company challenges • Excellent organizational and interpersonal skills • Excellent written and verbal communication, presentation, and facilitation skills • Ability to work independently and effectively as part of a team • Experience using AI to drive business analytics and provide a data-driven approach to operational challenges and strategies • Flexibility to work non-traditional shifts, including early mornings, late evenings, and potential weekend on-call work • Bachelor's degree preferred

🏖️ Benefícios

• 24x7 support operation • Opportunity to join Navan’s growing team • AI-assisted application review with the option to request human evaluation without affecting candidacy • Human oversight in final hiring decisions

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