<p>The Navan Global Operations & Service (GO&S) team is seeking an experienced and forward-thinking <strong>Director of Travel Services</strong> to lead our North America Travel Services organization.</p> <p>In this role, you will be responsible for delivering exceptional customer experiences, driving operational excellence, and building scalable, high-performing teams that support Navan's continued growth.</p> <p>We're looking for a leader who combines strong operational expertise, a passion for the travel industry, and a technology-first mindset, with the ability to leverage AI, automation, and data-driven insights to transform how we support our customers.</p> <h2><span style="font-size: 12pt;"><strong>What You'll Do:</strong></span></h2> <ul> <li>Lead and scale Travel Services operations across North America, ensuring consistent delivery of high-quality customer support while balancing customer satisfaction, operational performance, and cost efficiency.</li> <li>Own and continuously evolve the Global Operations & Service operating model, developing scalable support strategies across Core, Designated, Dedicated, and other specialized service offerings.</li> <li>Build and execute operational strategies that support business growth, improve efficiency, and deliver exceptional experiences across customer segments.</li> <li>Lead, develop, and inspire high-performing teams, fostering a culture of accountability, continuous improvement, engagement, and professional growth.</li> <li>Own operational performance and key service metrics, including SLA, customer satisfaction, quality, productivity, efficiency, and cost-to-serve, translating insights into measurable improvements.</li> <li>Champion the adoption of AI, automation, and emerging technologies to transform service delivery, improve agent productivity, enhance customer experience, and optimize operational costs.</li> <li>Partner closely with Product, Engineering, Analytics, and other stakeholders to identify, prioritize, and implement technology-driven improvements, including AI-powered agent assistance, automated quality assurance, knowledge management, and workflow automation.</li> <li>Leverage data and analytics to identify operational trends, anticipate customer needs, improve workforce efficiency, and drive strategic decision-making.</li> <li>Lead operational transformation initiatives, identifying opportunities to simplify processes, eliminate inefficiencies, and scale service delivery without compromising quality.</li> <li>Partner with Workforce Management, Learning & Development, Talent Acquisition, and other regional leaders to ensure effective capacity planning, hiring, training, and talent development.</li> <li>Collaborate with cross-functional stakeholders to ensure alignment between service delivery, customer expectations, business priorities, and financial objectives.</li> <li>Develop and execute strategies to continuously improve the traveler experience, particularly for enterprise and high-value customers with complex travel requirements.</li> <li>Drive operational readiness and effective crisis management during travel disruptions, irregular operations (IROPs), and other high-impact events.</li> <li>Manage relevant technology and vendor partnerships, including evaluating solutions, driving implementation, and ensuring measurable business outcomes.</li> <li>Challenge the status quo, bring forward innovative ideas, and lead initiatives that position Navan as an industry leader in travel services.</li> </ul> <h2><span style="font-size: 12pt;"><strong>What We're Looking For:</strong></span></h2> <p><strong>Leadership & Operational Experience </strong></p> <ul> <li>10+ years of experience in Operations, Customer Support, or Service Delivery, ideally within a large-scale, global or multinational organization.</li> <li>5+ years of senior leadership experience, managing large, complex teams in a fast-paced, matrixed environment.</li> <li>Proven track record of building, scaling, and transforming high-performing customer service or contact center operations.</li> <li>Strong understanding of contact center operations, including workforce management, capacity planning, service-level management, quality assurance, and operational efficiency.</li> <li>Demonstrated ability to translate business objectives into operational strategies, measurable KPIs, and tangible business outcomes.</li> <li>Strong financial and business acumen, with experience managing budgets, optimizing cost-to-serve, and making data-driven investment decisions.</li> <li>Proven ability to lead change, drive accountability, and build engaged, high-performing teams.</li> <li>Experience managing complex projects and cross-functional initiatives, delivering results against ambitious timelines.</li> </ul> <p><strong>AI, Technology and Innovation</strong></p> <ul> <li>Demonstrated experience leveraging AI, automation, and digital technologies to improve customer support operations, employee productivity, and customer experience.</li> <li>Hands-on exposure to AI-powered customer service solutions, such as agent copilots, conversational AI, chatbots, automated quality assurance, intelligent knowledge management, or workflow automation.</li> <li>Ability to identify and prioritize AI and automation opportunities, translate them into practical use cases, and measure their impact on operational performance, customer experience, and cost efficiency.</li>