The posting
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.
The role will focus on:
- Global Operations & Service strategy — defining and implementing scalable processes, operating models, and change initiatives.
- 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.
- Product and technology partnership — serving as a critical interface for Product feedback and helping inform priorities for Product and Engineering.
- Customer implementation and transition — supporting new business implementations and leading operational transitions into Navan.
- World-class service experience — building an environment that consistently delivers an exceptional experience for both customers and employees.
- People leadership — hiring, developing, coaching, and leading a large organization of Senior Managers, Managers, and Agents.
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.
What You’ll Do:
- Communicate relevant global business updates, context, priorities, and feedback to and from the team.
- Partner closely with functional and site leaders globally to ensure service delivery, operating processes, and priorities are aligned with business objectives.
- 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.
- Inspire, build, and coach a high-caliber leadership team, leading through trust, accountability, and strong execution.
- Identify opportunities, build business cases, and implement process improvements using data-driven insights. Use analysis to drive efficiency, scalability, and optimization across the operation.
- Own the data, metrics, and service model associated with customer support and service delivery.
- Serve as an effective partner to GOS leadership and cross-functional teams, setting objectives, driving execution, and continuously improving the traveler experience.
- Challenge the status quo and make recommendations on how to evolve the organization, operating model, and customer experience.
What We’re Looking For:
- 10+ years of senior leadership experience spanning strategic planning, prioritization, program management, and customer service in a fast-paced, high-growth operations environment.
- 5+ years of leadership experience running a service organization in a complex, matrixed environment.
- Proven track record of building and developing high-performing, ambitious teams and delivering measurable business results.
- Ability to build strong relationships across diverse teams, locations, and time zones while constructively challenging the status quo.
- Strong collaboration and partnership skills, with the ability to mentor others and foster a high-trust, high-accountability environment.
- Exceptional communication skills, with the ability to synthesize complex issues and translate them into clear, concise messages for leadership, peers, customers, and global teams.
- Travel industry experience.
- Creative, solutions-oriented, and highly independent, with the ability to make decisions while keeping teams aligned.
- Exceptional prioritization skills, with sound judgment around when to say no, not now, or later.
- Demonstrated program and project management experience, with a strong track record of managing roadmaps, scope, dependencies, and challenging timelines.
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.
Human oversight: 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.
- Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
