SVP, Global Customer Service and Operations

Job not on LinkedIn

November 11

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $255k - $400k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Navan

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Enterprise • SaaS • Finance

Navan is a company offering comprehensive business travel solutions and expense management services, aimed at optimizing corporate travel programs. Their platform caters to small businesses and large enterprises by providing tools for managing travel bookings, company cards, and expenses. Navan enhances financial visibility and control through automated expense categorization and reporting, while empowering employees with easy booking and expense tracking capabilities. The platform supports seamless integration with existing financial systems and emphasizes sustainability in travel. Navan is trusted by thousands of companies globally and enhances productivity through its AI-powered insights and user-friendly interface.

1001 - 5000 employees

🏢 Enterprise

☁️ SaaS

💸 Finance

📋 Description

• Define and Execute Global Strategy: Redefine the vision and strategy for a world class Global Operations and Service (GO&S) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel • Pioneer Tech and AI Deployment: Own the deployment of Generative AI and automation technologies to accelerate problem resolution, deliver proactive support, and achieve step-change improvements in service quality and velocity • End-to-End Operational Ownership: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA) • Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success • Build an Award-Winning Team: Cultivate a high-performing global team and champion a “customer first, always” mindset to elevate Navan’s support into an award-winning, best-in-class organization

🎯 Requirements

• 12+ years in Global Operations/Customer Service, with at least 8+ years in senior leadership roles within high-growth, tech-forward organizations • Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment • Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence • Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI) • Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones • Comfortable navigating high-growth ambiguity, fast decision-making and resource allocation in evolving markets • Extensive domestic and international travel required.