Senior Manager, Travel Services

🔥 29 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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