Senior Manager, Customer Experience Technology at Navan

<p>Join Navan’s innovative Business Technology team as the <strong>Senior Manager of Contact Center Platforms</strong>. In this role, you will be the driving force behind the development and deployment of cutting-edge technologies that revolutionize how we engage with our customers. You will lead a high-performing technical team, translating business requirements into scalable solutions that enhance user experience, improve efficiency, and drive revenue growth.</p> <p>Navan offers a fast-paced environment where you can get your hands dirty with complex architecture while mentoring a team of experts. If you have a deep understanding of the contact center ecosystem, a proven track record of shipping complex projects, and a passion for modernizing CX stacks, you’ll fit right in.</p> <p><strong>What You’ll Do:</strong></p> <p>As the Senior Manager of Contact Center Platforms, you will own the technical roadmap and day-to-day operations of our CX stack. Your primary responsibilities include:</p> <ul> <li><strong>Team Leadership:</strong> Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth.</li> <li><strong>Execution &amp; Delivery:</strong> Drive the development, implementation, and maintenance of scalable, secure contact center platforms (ACD, IVR, Routing).</li> <li><strong>Strategic Partnership:</strong> Collaborate closely with CX business leaders to align technical roadmaps with operational goals and customer needs.</li> <li><strong>Vendor Management:</strong> Act as the primary technical point of contact for third-party vendors, ensuring our stack (AWS Connect, Genesys, etc.) is optimized and cost-effective.</li> <li><strong>Governance &amp; Security:</strong> Ensure all platforms remain compliant with global regulatory requirements, including GDPR and SOX.</li> <li><strong>Optimization:</strong> Use data analytics to identify friction points in the customer journey and implement automated or technical solutions to resolve them.</li> <li><strong>Resiliency:</strong> Maintain robust disaster recovery and business continuity plans to ensure zero downtime for our global support teams.</li> </ul> <p><strong>What We’re Looking For:</strong></p> <ul> <li><strong>Experience:</strong> 7+ years of experience in Business Technology or IT, with at least 3+ years in a leadership/management capacity specifically focused on contact center tech.</li> <li><strong>Technical Depth:</strong> Deep expertise in modern contact center suites (e.g., <strong>AWS Connect, Genesys Cloud, or Five9</strong>) and their integration with CRMs like <strong>Salesforce</strong>.</li> <li><strong>Domain Knowledge:</strong> Strong understanding of IVR logic, complex routing, Workforce Management (WFM), and Quality Management (QM) tools.</li> <li><strong>Methodology:</strong> Proficiency in <strong>Agile</strong> and <strong>DevOps</strong> workflows; you know how to manage a sprint and maintain a clean deployment pipeline.</li> <li><strong>Analytical Mindset:</strong> Ability to leverage tools like Tableau, Looker, or Snowflake to track platform performance and ROI.</li> <li><strong>Communication:</strong> Exceptional ability to bridge the gap between "technical speak" and "business impact" for stakeholders and executives.</li> <li><strong>Project Management:</strong> Proven ability to manage multiple high-priority workstreams simultaneously in a high-growth, "ship-fast" environment.</li> </ul>