FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- 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
What you’ll need- 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