Manager, Travel Services
Navan · Tel Aviv
The Manager, Travel Services leads a team of Travel Consultants and is accountable for team performance, service quality, employee development, and operational execution. This role supports Navan’s business goals while maintaining a best-in-class standard of service and fostering a culture of inclusion, trust, accountability, and teamwork.
The Manager leads, motivates, challenges, and develops the team in line with our service philosophy:
We provide industry-leading service that enables our customers to enjoy an exceptional and seamless travel and expense experience while achieving unparalleled levels of operational efficiency.
What You’ll Do
- Develop team members through regular interaction reviews, coaching sessions, performance conversations, and 1:1 meetings.
- Maintain an in-depth understanding of the day-to-day responsibilities, workflows, tools, and challenges of Travel Consultants.
- Step in to manage email, voice, and chat interactions when operational support or escalation handling is required.
- Review LLM quality evaluations and assess travel bookings and customer requests across relevant travel tools to ensure consistently high service standards.
- Identify operational errors and quality gaps, provide constructive feedback, and coach consultants on corrective and preventative actions.
- Regularly review individual and team performance metrics to identify opportunities across critical competencies and develop appropriate improvement plans.
- Monitor contact queues, staffing, adherence, and SLA performance to ensure service-level targets are achieved.
- Hold Travel Consultants accountable for agreed performance, quality, productivity, and customer-experience metrics.
- Report on weekly and monthly operational performance, with a specific focus on team results, trends, risks, and improvement actions.
- Set clear expectations and create an environment in which consultants are motivated and empowered to meet or exceed the requirements of their roles.
- Partner with cross-functional teams to address errors, learning needs, process gaps, and opportunities to improve consultant performance.
- Manage escalations and customer communications, maintaining ownership of issues through resolution.
- Participate in projects that develop, guide, and implement processes designed to improve service delivery and operational results.
- Partner with Operations and Service Leadership to regularly review, update, and communicate global performance metrics and expectations.
- Ensure the team remains aligned with global organizational expectations, quality standards, processes, and performance requirements through regular team meetings and communications.
- Lead the team effectively through organizational, operational, and process changes, ensuring understanding and encouraging constructive feedback.
- Support the recruitment, selection, onboarding, and induction of Travel Consultants to maintain a consistent hiring and service standard.
- Identify and manage employee performance concerns, escalating to the People team or Senior Leadership when appropriate.
- Monitor processes, procedures, and tools that may negatively affect team productivity or the customer experience, and recommend improvements.
- Cascade relevant travel-industry, supplier, policy, and operational updates to the team in a timely and effective manner.
What We’re Looking For
- 7+ years of experience in the travel industry.
- 5+ years of progressive leadership experience within a TMC or travel-industry contact-center environment, including at least 3 years at the Manager level leading consultants and/or team leads.
- Advanced knowledge of Sabre and/or Amadeus GDS, along with a strong understanding of online and offline travel operations.
- Knowledge of, or familiarity with, CRM and customer-service platforms such as Salesforce, Zendesk, or similar tools.
- Ability to quickly develop proficiency across Navan technology, supplier platforms, and operational tools.
- A customer-centric mindset, with a consistent focus on delivering excellent customer experiences.
- Strong relationship-building skills and the ability to motivate, engage, and develop team members through coaching and knowledge sharing.
- A proven track record as a people leader and mentor, with a strong understanding of travel-service requirements, customer needs, and the challenges of operating in a fast-growing company.
- Excellent written and verbal communication, interpersonal, and presentation skills.
- Ability to work independently while collaborating effectively across teams and regions.
- A data-driven approach, with the ability to use business analytics and performance insights to identify trends, understand root causes, and improve results.
- A proactive, results-oriented mindset, with strong ownership and follow-through.
- Strong organizational and prioritization skills, with the ability to use available resources effectively and deliver against agreed timelines.
- The ability to lead by example and consistently demonstrate sound judgment, accountability, and professionalism.
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.
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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.