5+ years in omni-channel contact center/support experience leading multiple teams
5+ years of experience with Sabre and/or Amadeus, NDC, and TMC experience preferred
Strong commitment to maintaining company culture and engagement
Customer-centric mindset with a focus on high customer engagement
Proven ability to build relationships and motivate teams
Excellent organizational, interpersonal, and communication skills
Experience using AI for business analytics and operational strategies
Responsibilities
Lead and develop a diverse team of managers and Travel Experience Consultants
Implement standardized operational processes for accountability
Identify and deliver on process improvements for scalability
Collaborate with Client Management to retain existing customers
Ensure high Customer Service Satisfaction and Net Promoter scores
Conduct regular 1:1 meetings and formal reviews for team development
Manage escalations and own customer issues through to resolution
Develop processes for recovery from common service issues
Share best practices to enhance Customer Support quality and efficiency
Monitor Call Queues and SLAs, reporting on team performance
Perform root cause analysis for problem resolution
Screen and interview new hires as the support organization scales
Contribute to the New Hire Training Program
Benefits
Opportunity to lead and shape a growing team
Work in a dynamic, customer-focused environment
Engagement with cutting-edge technology and processes
Professional development through mentorship and training
Flexible work schedule with potential for non-traditional shifts
Full Job Description
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 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 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
About Navan
Navan is a mining company that focuses on the exploration and development of mineral properties. The company was founded in 2019 and is headquartered in Vancouver, Canada. Navan's primary focus is on the exploration and development of gold and silver properties in North America. The company's management team has extensive experience in the mining industry, and is committed to responsible and sustainable mining practices. Navan is a publicly traded company, and its shares are listed on the Canadian Securities Exchange.
