Senior Manager, Travel Services

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 co