Senior Manager, Travel Services

Navan

. Lead and develop a diverse team of managers and Travel Experience Consultants .

Posted 10/5/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing diverse teams and driving customer satisfaction through effective operational processes. Proficient in utilizing CRM and contact center applications to enhance service delivery and performance metrics.

Highest-signal resume keywords

Omni-Channel Contact Center ExperienceTeam Leadership and DevelopmentCustomer Service Satisfaction ManagementProcess Improvement and StandardizationData-Driven Business Analytics

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Process ImprovementRoot Cause AnalysisPerformance FeedbackCareer MappingCustomer Issue ResolutionOperational Metrics MonitoringTravel Management Company ExperienceNew Distribution Capability (NDC)Sabre ExperienceAmadeus Experience

Soft Skills

Interpersonal SkillsOrganizational SkillsMentoring and CoachingRelationship BuildingCustomer-Centric Approach

Tools & Technologies

SalesforceZendeskHelp ScoutFive9FreshdeskAspectPureCloud

Certifications & Qualifications

Bachelor's Degree Preferred

Industry Keywords

Travel ExperienceCustomer SupportContact Center EngagementOperational ProcessesService Issues Recovery

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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