Manager, Travel Experience

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Navan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

✈️ Travel

📦 Logistics

💼 Consulting

Travel • Logistics • Consulting

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.

📋 Description

• Lead and oversee a dedicated team of Travel Consultants • Coach, train, and upskill team members to deliver a best-in-class customer experience • Conduct regular 1:1 meetings and quarterly reviews, set expectations, track career development, and provide performance feedback • Monitor operational performance, call queues (ACD), and SLAs • Perform root cause analysis and implement corrective actions and process improvements • Act as the primary contact for the customer's Travel Manager • Conduct customer check-ins, present performance statistics, and collaborate on improvement plans and service enhancements • Own and resolve customer escalations from start to finish • Coach the team to address traveler inquiries and achieve first-contact resolution • Handle escalated chats and calls when needed • Collaborate with support teams and manager on performance metrics, customer requests, product enhancements, and service improvements • Screen and interview new hires • Provide input for and ensure execution of New Hire Training Program modules • Manage approvals for employee travel bookings • Lead resignation conversations and document insights • Organize in-person and remote team engagement activities

🎯 Requirements

• A minimum of 5 years of progressive leadership experience in a contact center or support environment, with at least 5 years of experience at the manager level • A minimum of 5 years of experience in the travel industry • Deep knowledge of GDS platforms (Sabre and/or Amadeus) • Proven ability to deliver strong customer support and resolve complex customer issues • Track record of building relationships, motivating teams, and mentoring • Understanding of challenges facing a fast-growing company • Ability to use a data-driven approach to identify operational challenges and inform strategic decisions • Excellent written and verbal communication skills • Strong presentation and facilitation skills • Familiarity with CRM applications such as Salesforce and Twilio • Familiarity with contact center applications such as Calabrio and WorkDay • Excellent organizational and interpersonal skills • Ability to work independently and as part of a team • Flexibility to work non-traditional shifts as needed • Bachelor's degree preferred