Senior Manager, Travel Services

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. 

What You’ll Do:

• Lead and develop a diverse team of managers and Travel Experience Consultants 
• Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily
• Must be able to identify and deliver on process opportunities to improve scale within the support organization
• Work directly with colleagues in Client Management as needed to ensure the retention of existing customers
• Accountability for Customer Service Satisfaction and Net Promoter scores by way of delivering an exceptional level of proactive service to travelers
• 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.
• Provide performance feedback continually to encourage desired behaviors in line with corporate goals.
• Manage escalations that occur and own customer issues through to completion
• Develop processes to ensure recovery from the most common service issues.
• Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.
• 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.
• When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
• Knowledge of, and familiarity with contact center applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)
• Screen for and interview new hires as we scale our support organization
• Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.

What We’re Looking For:

• 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
• Must be personally committed and accountable for maintaining the Navan culture and contact center engagement
• 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
• Ability to build relationships and motivate people and teams
• Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent written and verbal communication skills, presentation and facilitation skills.
• Ability to work independently and effectively as part of a team.
• Experience using AI to drive business analytics - should be able to provide a data-driven approach for operational challenges and strategies.
• Flexibility to work non-traditional shifts (early mornings, late evenings and potential weekends on-call) as we scale our support organization
• Bachelor's degree preferred