SVP, Global Customer Service and Operations

Who you are

You are a bold and visionary leader with a proven track record in global operations and customer service. With over 10 years of experience in operational excellence, you have successfully led large-scale transformation initiatives that prioritize customer satisfaction and service quality. Your expertise in deploying innovative technologies, particularly in AI and automation, sets you apart as a forward-thinking operator who can drive significant improvements in service delivery.

You possess strong strategic thinking skills, allowing you to redefine visions and strategies for customer service organizations. Your ability to foster alignment across various executive functions, including Product, Engineering, Sales, and Customer Success, demonstrates your collaborative approach to leadership. You are passionate about building high-performing teams and instilling a customer-first mindset throughout the organization.

Desirable

Experience in the corporate travel or expense management industry is a plus, as is familiarity with key performance metrics such as CSAT, NPS, and SLA. You have a knack for cultivating a culture of excellence and innovation, ensuring that your team is equipped to deliver award-winning customer support.

What you'll do

In this role, you will define and execute the global strategy for Navan's Global Operations and Service organization. You will lead the deployment of Generative AI and automation technologies to enhance problem resolution and improve service quality. Your end-to-end operational ownership will encompass all service operations, from front-line travel agents to back-office reconciliation, ensuring robust capacity planning and performance metrics are established.

You will drive strategic alignment across key executive functions, fostering a unified, customer-centric operating model. Your leadership will be critical in building an award-winning team that embodies a “customer first, always” mindset. You will oversee the implementation of large-scale transformation initiatives that deliver exceptional customer experiences across every channel.

What we offer

Navan offers a competitive compensation package, with a salary range of $255,000 to $400,000 USD, reflecting the importance of this leadership role. You will have the opportunity to shape the future of corporate travel and expense management while working in a dynamic and innovative environment. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.