Director, Travel Services

🕒 October 15

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 10%

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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 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

🎯 Requirements

• 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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