Navan is looking for a strategic and inspiring Director of Travel Services to lead our high-performing team responsible for delivering exceptional support to our travel customers. Based in the US, this role will oversee our Travel Experience operation, helping to shape and scale a best-in-class service model to support our rapid growth and evolving customer needs.
What You'll Do:
- Own and evolve the end-to-end Travel Experience service model, ensuring it is purpose-built to support core, designated, dedicated, and in-plant customer segments.
- Develop and maintain a scalable operating model that enables world-class service delivery aligned with Navan’s hypergrowth across verticals.
- Lead, inspire, and grow a team of Travel Service professionals, with a focus on delivering exceptional experiences for our enterprise clients and key accounts.
- Create and execute measurable talent strategies, ensuring the team is set up for success today and into the future.
- Be accountable for key performance metrics, service quality, and operational efficiency across all channels supporting our travel customers.
- Partner cross-functionally with site leaders, product, engineering, and commercial teams to ensure seamless and scalable support processes.
- Drive continuous improvement through data insights, customer feedback, and agent experience to optimize both performance and satisfaction.
- Identify and implement process and technology improvements that enhance service delivery and efficiency, including vendor and technology partner management.
- Champion a customer-first culture, while also managing change effectively in a dynamic, high-growth environment.
- Represent Travel Services at the leadership level, helping influence company-wide decisions that impact the customer journey.
What We’re Looking For:
- A visionary leader with a passion for delivering world-class customer experiences and operational excellence.
- 10+ years of experience in customer support or service operations, with 5+ years in senior leadership roles, ideally in a high-growth, global or matrixed organization.
- Proven success leading large, distributed service teams with a focus on complex, high-touch customer experiences.
- Experience with contact center operations, support tools, and performance management systems.
- Background in the travel industry or working with travel-related services is strongly preferred.
- Strong data and analytical skills with the ability to translate insights into strategy and execution.
- A collaborative, empathetic leadership style and a track record of developing high-performing teams.
- Exceptional communication and stakeholder management skills.
- Strong program and project management skills, with the ability to drive execution under tight timelines and changing priorities.
- Comfortable operating in a fast-paced, dynamic environment where innovation and adaptability are essential.
Top Skills
What the Team is Saying
What We Do
Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. Say goodbye to spending hours on the phone trying to change your flight or saving stacks of receipts to manually input expenses. From EAs and finance teams to travel managers and employees, Navan empowers people to focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control.
Navan’s investors include visionaries like Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. In Oct 2022, Navan announced its Series G upround at a post-money valuation of $9.2B to help accelerate future growth plans.
In April 2023, Navan expanded in the Indian market with the acquisition of Tripeur, a modern, people-centric corporate travel and expense management company. The group’s fifth acquisition in under two years, Tripeur joined the Navan Group alongside Spanish meetings and events specialists, Atlanta Events & Corporate Travel Consultants; Berlin-based modern travel management company, Comtravo; leading Scandinavian travel agency Resia AB; and London-based high-touch TMC, Reed & Mackay.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as three days a week in-office.
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