Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.
In the Operations Manager role, you’ll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.
The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross-functionally, shaping and driving strategic, operational, and organizational improvements across the team such as:
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Alignment to Global Service strategy and implementation of change, which embraces localisation
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Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience
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Collaboration with front, mid, back office teams to drive the true TMC experience for customers
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Driving customer insights to deliver improvements in quality, learning and product roadmap
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Ownership of agent tooling to establish a world class consultant and customer experience
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Consultant and Agent advocate and champion
What You’ll Do:
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Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)
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Representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population
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Using sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics
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Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams
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Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
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Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service
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Working with our Business Process Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised
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Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool
What We’re Looking For:
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7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel
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5+ Years proven GDS experience to expert level
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IATA accreditation (WWAFT / VAII / BA2)
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Strong organizational skills to manage multiple concurrent projects with varied stakeholders
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Strong ability to clearly develop and document processes
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Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
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Excellent communication skills and strong emotional intelligence
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Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
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Ability to strategize and execute on a global scale, whilst incorporating localised nuances
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Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
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Prioritization legend, understand when and how to say no, or later
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Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc)
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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
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Ability to work independently and effectively as part of a team
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Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
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Results driven and proactive with ability to own and execute area of responsibility with excellence
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Technically proficient with travel systems and third party supplier platforms and tools
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Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
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Leading by example at all times
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Solid business acumen
#LI-AJ1
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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