Director, Travel Services

🕒 il y a 23 jours

🤠 Texas – Distant

🤠 Texas – Remote

⏰ Temps Plein

🔴 Expert

👔 Directeur

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Navan

Site WebLinkedInTous les Emplois

1001 - 5000 employés

✈️ Tourisme

📦 Logistique

💼 Conseil

Travel • Logistics • Consulting

Navan est une entreprise proposant des solutions complètes pour les voyages d'affaires et des services de gestion des dépenses, visant à optimiser les programmes de voyages d'entreprise. Leur plateforme s'adresse aussi bien aux petites entreprises qu'aux grandes entreprises en fournissant des outils pour la gestion des réservations de voyage, des cartes d'entreprise et des dépenses. Navan améliore la visibilité et le contrôle financiers grâce à la catégorisation automatique des dépenses et aux rapports, tout en permettant aux employés de réserver facilement et de suivre leurs dépenses. La plateforme permet une intégration transparente avec les systèmes financiers existants et met l'accent sur la durabilité des voyages. Navan est reconnue par des milliers d'entreprises à travers le monde et accroît la productivité grâce à ses insights alimentés par l'IA et à son interface conviviale.

Description

• 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

🎯 Exigences

• 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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