Director, Travel Services
Core
Lead and scale Travel Services operations across North America, delivering exceptional customer experiences and driving operational excellence for Navan's travel platform.
Role type
Senior Director of Travel Services (Operations & Service)
Builds
Scalable, high-performing customer support teams and operational strategies for Navan's travel services.
Domain
Corporate Travel Technology / Travel Management
Deliverable
production ML models
Required skills
Operations leadership, team scaling, AI/automation strategy, contact center operations, financial acumen, change management, data analytics, crisis management, vendor management, stakeholder collaboration
Preferred skills
Travel industry experience, TMC operations, GDS knowledge (Sabre/Amadeus), irregular operations (IROPs) management, enterprise customer support
Technologies
AI-powered agent assistance, automated quality assurance, knowledge management, workflow automation, CRM platforms, omnichannel solutions, workforce management tools
Responsibilities
Lead and scale Travel Services operations across North America; Own and evolve the Global Operations & Service operating model; Lead, develop, and inspire high-performing teams; Own operational performance and key service metrics; Champion the adoption of AI and automation; Partner with Product, Engineering, and Analytics to implement technology-driven improvements; Drive operational transformation initiatives; Manage technology and vendor partnerships; Lead crisis management during travel disruptions.
Seniority
Director, strategic leadership & hands-on execution
