Senior Manager, Travel Services at Navan

<p>The Navan Travel Experience Team is seeking a Senior Travel Experience Manager to join our growing team. This role provides leadership and operational oversight of multiple support teams responding to customers on a 24x7 basis.&nbsp;</p> <p><strong>What You’ll Do:</strong></p> <ul> <li>Lead and develop a diverse team of managers and Travel Experience Consultants&nbsp;</li> <li>Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily</li> <li>Must be able to identify and deliver on process opportunities to improve scale within the support organization</li> <li>Work directly with colleagues in Client Management as needed to ensure the retention of existing customers</li> <li>Accountability for Customer Service Satisfaction and Net Promoter scores by way of delivering an exceptional level of proactive service to travelers</li> <li>Conduct regular 1:1 meetings and formal reviews to monitor progress, set expectations, and coach and develop leadership skills including the creation and tracking career maps.</li> <li>Provide performance feedback continually to encourage desired behaviors in line with corporate goals.</li> <li>Manage escalations that occur and own customer issues through to completion</li> <li>Develop processes to ensure recovery from the most common service issues.</li> <li>Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.</li> <li>Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.</li> <li>When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed</li> <li>Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)</li> <li>Knowledge of, and familiarity with contact center applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)</li> <li>Screen for and interview new hires as we scale our support organization</li> <li>Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.</li> </ul> <p><strong>What We’re Looking For:</strong></p> <ul> <li>5+ years in omni-channel contact center/support experience leading multiple teams to deliver results</li> <li>5+ years of experience with Sabre and / or Amadeus, New Distribution Capability (NDC), and Travel Management company (TMC) experience preferred</li> <li>Must be personally committed and accountable for maintaining the Navan culture and contact center engagement</li> <li>Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through all interactions</li> <li>Ability to build relationships and motivate people and teams</li> <li>Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.</li> <li>Excellent organizational skills &amp; interpersonal skills.</li> <li>Excellent written and verbal communication skills, presentation and facilitation skills.</li> <li>Ability to work independently and effectively as part of a team.</li> <li>Experience using AI to drive business analytics - should be able to provide a data-driven approach for operational challenges and strategies.</li> <li>Flexibility to work non-traditional shifts (early mornings, late evenings and potential weekends on-call) as we scale our support organization</li> <li>Bachelor's degree preferred</li> </ul><div class="content-conclusion"><p>&nbsp;</p> <p>Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.&nbsp;</p> <p><strong>Human oversight:</strong>&nbsp;<span style="color: #000000; font-family: Arial, sans-serif;">Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.&nbsp;</span></p> <ul> <li> <p><strong>Your rights: </strong>If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email <a href="https://my.metaview.app/applications/opt-out?organization=15dd7e883f">here</a>. Your decision to do so will not affect how your candidacy is evaluated.&nbsp;</p> </li> </ul> <p>Please refer to our<a href="https://navan.com/candidate-privacy-notice"> Candidate Privacy Notice</a> for more information about our processing of personal data, and your rights.</p></div>