The posting
Product Director, AI Service Operations
We’re looking for a customer-obsessed Product Director to help make Navan known for personalized concierge service at scale. You will be directly responsible for Navan’s topline and bottomline by evolving our AI booking tools and cost of operations by products across Ava—Navan’s customer-facing AI service agent—consultant tools, and automation for travel and expense operation, as well as crisis management products.
You will continue to evolve Ava so it recognizes each customer’s context, anticipates needs, takes action, and brings in the right consultant at the right moment. You will also give consultants the context and tools to deliver the same personal, effortless experience.
This role connects product, operations, and customer experience. You will set the vision, product strategy and roadmap and partner with engineering, design, data, and operations to create one seamless service experience across Ava, consultants, and automation.
What You'll Do:
- Work with sales, consulting, and support teams to design new AI-based tools and automation to optimize efficiency.
- Manage a team of 2+ Product managers
- Own the overall strategy and roadmap for Ava, consultant tools, crisis management and operations automation.
- Set the product standard for personalized, proactive service across Ava and consultant-led support.
- Expand the customer needs Ava can resolve while preserving quality and knowing when a consultant should step in.
- Partner across Travel, Expense, engineering, design, data, and operations to embed Ava throughout the customer journey and make consultant handoffs seamless.
- Give consultants the customer history, preferences, and conversation context they need to resolve issues quickly and personalize every interaction.
- Measure customer satisfaction, resolution, personalization, handoff quality, productivity, accuracy, cost, and reliability. Use customer and consultant feedback to improve results.
What We're Looking For:
- Experience: 10+ years in product management, with experience leading teams and customer-facing products at scale. A background in AI, customer service, travel, expense, marketplaces, or enterprise software is preferred.
- Customer-Facing AI: Has built chatbots, assistants, or automation used directly by customers, with strong judgment about personalization and when a human should step in.
- Product Judgment: Turns complex systems and customer context into simple, personal, and trustworthy experiences.
- Operational Problem-Solving: Turns customer and consultant pain points into scalable products, tools, and processes.
- Customer Focus: Learns directly from customers and consultants and turns those insights into experiences that feel personal, proactive, and effortless.
- Analytical and Technical Skills: Uses data, feedback, and testing to make decisions and partners effectively with engineering on integrations, performance, and reliability.
- Communication: Aligns cross-functional teams, frontline stakeholders, and executives around a clear direction.
- Leadership: Makes clear decisions and balances customer value, quality, risk, and cost.
- P&L Ownership: Accountable for service offering P&L
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.
