Manager, Travel Experience Consultant

Responsibilities

• Lead and develop a dedicated team of Business Travel Consultants through coaching, training, and regular performance reviews.
• Manage day-to-day operational performance, including monitoring call queues (ACD) and ensuring SLAs are met.
• Act as the primary strategic point of contact for dedicated customer Travel Managers, presenting performance statistics and collaborating on service enhancements.
• Own the resolution of customer escalations, managing issues from start to finish and coaching the team on proactive resolution.
• Perform root cause analysis on service issues to implement permanent corrective actions and process improvements.
• Support talent acquisition by screening and interviewing new hires to scale the organization effectively.
• Foster a positive, high-performing team culture through engagement activities and transparent communication.

Requirements

• 5+ years of progressive leadership experience in a contact center or support environment.
• 5+ years of experience at the manager level.
• 5+ years of experience within the travel industry.
• Deep technical knowledge of GDS platforms such as Sabre and/or Amadeus.
• Proficiency with CRM and contact center applications (e.g., Salesforce, Twilio, Calabrio, or WorkDay).
• Strong analytical skills with a data-driven approach to solving operational challenges.
• Excellent written and verbal communication skills, including presentation and facilitation abilities.

Preferred Qualifications

• Bachelor's degree.
• Proven track record of implementing process improvements in a fast-growing company.
• Experience managing strategic relationships with enterprise-level clients.

About the Company

Navan is the global AI-powered business travel and expense management platform that makes travel easy for frequent travelers. Powering travel programs at more than 10,000 companies, Navan simplifies travel, payments, and expense management with intuitive tools for booking, automated payments, and seamless reporting.