Director, Travel Services

<p>This person will report to the Senior Director of the India region and operate at the intersection of business, technology, and innovation. They will lead a large travel services team in India and partner closely with senior leadership across GOS and Navan to drive strategic, operational, and organizational improvements.</p>
<p>The role will focus on:</p>
<ul>
<li>Global Operations & Service strategy — defining and implementing scalable processes, operating models, and change initiatives.</li>
<li>Customer experience — bringing the voice of the customer into broader business decisions and identifying opportunities to improve the experience across Service, Product, and Account Management.</li>
<li>Product and technology partnership — serving as a critical interface for Product feedback and helping inform priorities for Product and Engineering.</li>
<li>Customer implementation and transition — supporting new business implementations and leading operational transitions into Navan.</li>
<li>World-class service experience — building an environment that consistently delivers an exceptional experience for both customers and employees.</li>
<li>People leadership — hiring, developing, coaching, and leading a large organization of Senior Managers, Managers, and Agents.</li>
</ul>
<p>This leader thrives in a high-growth environment and adapts quickly to changes across people, processes, technology, and product. They are an inspiring and highly accountable leader with a strong passion for customer experience, innovation, and team success, combined with a highly analytical, structured, and detail-oriented approach to building scalable operations in complex, cross-functional environments.</p>
<p><strong>What You’ll Do:</strong></p>
<ul>
<li>Communicate relevant global business updates, context, priorities, and feedback to and from the team.</li>
<li>Partner closely with functional and site leaders globally to ensure service delivery, operating processes, and priorities are aligned with business objectives.</li>
<li>Lead and motivate the GOS organization to deliver an elevated experience for customers globally while developing measurable talent strategies and programs aligned with business goals.</li>
<li>Inspire, build, and coach a high-caliber leadership team, leading through trust, accountability, and strong execution.</li>
<li>Identify opportunities, build business cases, and implement process improvements using data-driven insights. Use analysis to drive efficiency, scalability, and optimization across the operation.</li>
<li>Own the data, metrics, and service model associated with customer support and service delivery.</li>
<li>Serve as an effective partner to GOS leadership and cross-functional teams, setting objectives, driving execution, and continuously improving the traveler experience.</li>
<li>Challenge the status quo and make recommendations on how to evolve the organization, operating model, and customer experience</li>
</ul>
<p><strong>What We’re Looking For:</strong></p>
<ul>
<li>10+ years of senior leadership experience spanning strategic planning, prioritization, program management, and customer service in a fast-paced, high-growth operations environment.</li>
<li>5+ years of leadership experience running a service organization in a complex, matrixed environment.</li>
<li>Proven track record of building and developing high-performing, ambitious teams and delivering measurable business results.</li>
<li>Ability to build strong relationships across diverse teams, locations, and time zones while constructively challenging the status quo.</li>
<li>Strong collaboration and partnership skills, with the ability to mentor others and foster a high-trust, high-accountability environment.</li>
<li>Exceptional communication skills, with the ability to synthesize complex issues and translate them into clear, concise messages for leadership, peers, customers, and global teams.</li>
<li>Travel industry experience.</li>
<li>Creative, solutions-oriented, and highly independent, with the ability to make decisions while keeping teams aligned.</li>
<li>Exceptional prioritization skills, with sound judgment around when to say no, not now, or later.</li>
<li>Demonstrated program and project management experience, with a strong track record of managing roadmaps, scope, dependencies, and challenging timelines.</li>
</ul><div class="content-conclusion"><p> </p>
<p>Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers. </p>
<p><strong>Human oversight:</strong> <span style="color: #000000; font-family: Arial, sans-serif;">Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application. </span></p>
<ul>
<li>
<p><strong>Your rights: </strong>If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email <a href="https://my.metaview.app/applications/opt-out?organization=15dd7e883f">here</a>. Your decision to do so will not affect how your candidacy is evaluated. </p>
</li>
</ul>
<p>Please refer to our<a href="https://navan.com/candidate-privacy-notice">