Sr. Partner Operations Analyst at Navan

<p>As a <strong>Senior Analyst</strong>, your job is to move beyond resolving individual disputes and focus on the bigger picture. You will oversee our global debit and credit memo workflows, ensuring our third-party partners and internal teams are accurate, efficient, and meeting their targets.</p> <p>We are looking for a <strong>GDS expert</strong> who understands the full lifecycle of a ticket and can navigate the technical complexities of ARC and BSP. You won't just fix errors; you will identify the systemic reasons they happen and design the processes to stop them. You will act as the final point of escalation for complex disputes, manage high-level airline relationships, and find ways to automate our back-office operations to reduce financial loss.</p> <h3><strong>What You'll Do:&nbsp;</strong></h3> <h4><strong>1. Strategic Dispute &amp; Risk Mitigation</strong></h4> <ul> <li>Design and optimise end-to-end dispute workflows to consistently reduce financial leakage and improve recovery rates.</li> <li>Perform deep-dive gap analyses to identify systemic ticketing errors and implement preventative controls.</li> <li>Lead investigations into complex fraud and chargeback cases, partnering with the Fraud &amp; Risk teams to mitigate multi-channel exposure.</li> <li>Provide expert guidance and act as the final point of escalation for complex disputes, leveraging airline and GDS relationships to negotiate settlements and secure waivers.</li> </ul> <h4><strong>2. Stakeholder Engagement</strong></h4> <ul> <li>Partner with internal Operations teams, Product, and Airline Partnerships to bridge the gap between technical ticketing issues and financial reporting.</li> <li>Build and leverage relationships with airline desks and GDS providers to facilitate "goodwill" waivers and resolve long-standing discrepancies.</li> <li>Monitor vendor performance and provide technical guidance to ensure global third-party partners meet accuracy and recovery targets.</li> </ul> <h4><strong>3. Data and reporting</strong></h4> <ul> <li>Transform raw memo data into actionable dashboards and KPIs that highlight operational trends.</li> <li>Manage Jira-based project lifecycles for back-office application enhancements, ensuring our internal tools evolve alongside industry changes.</li> </ul> <h3>&nbsp;</h3> <h3><strong>What We’re Looking For:</strong><strong><br></strong></h3> <p><strong>Experience:</strong> 5+ years in travel industry operations, with a heavy focus on ticketing, and revenue recovery.</p> <p><strong>GDS/NDC Expert:</strong> You are a power user in at least one GDS (Sabre or Amadeus). You have the technical depth to investigate complex PNR histories and understand the nuances of NDC and GDS distribution.</p> <p><strong>Problem Solver:</strong> You don’t just identify errors; you look for the root cause. You have a proven track record of developing strategies that reduce recurring debit memos and minimize financial loss.</p> <p><strong>Advanced Data Interpretation:</strong> Ability to manage and interpret ADM data. You can accurately track and report on recovery trends, translating complex data into simple, useful updates for stakeholders.</p> <p><strong>Skilled Negotiator:</strong> You have the confidence and industry knowledge to negotiate waivers and settlements directly with airline desks and GDS providers.</p> <p><strong>Effective Communicator:</strong> Exceptional written and verbal skills. You can bridge the gap between technical ticketing issues and financial reporting for stakeholders at all levels.</p> <p><strong>Proactive &amp; Adaptable:</strong> You are self-driven and comfortable leading initiatives in a fast-paced, evolving environment.</p>